The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
What you'll do
Lead a team of CX agents and QA analysts supporting CBFSE customers across: phone, chat, and email, driving performance and regulatory compliance across all channels.
Own the CX quality assurance framework for Cyprus, including scorecards,: sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics.
Review recorded customer communications to verify adherence to MiFID and: CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and prohibition of unauthorized investment advice.
Partner with Compliance, Legal, AML, Operations, and Training to translate: regulatory requirements into actionable CX processes, scripts, and knowledge base content, and coach agents on QA outcomes.
Manage customer and regulatory-sensitive escalations through root-cause: analysis and remediation, and report CX quality and compliance KPIs to senior stakeholders with trend analysis and improvement recommendations.
+ years of experience in customer support or customer experience within: financial services, brokerage, trading, payments, or a similarly regulated environment, including 1-2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities.
What they're looking for
- Working knowledge of MiFID II and CySEC conduct-of-business requirements for: client communications, including clear/fair/not misleading standards, disclosures, and complaints handling.
- Holds or is willing to obtain relevant CySEC certification (e.g., Basic or: Advanced Examination) and MiFID/AML training within a defined timeframe.
- Demonstrated ability to analyze QA data, identify compliance trends, and: translate findings into structured coaching and process improvements.
- Based in Cyprus with availability to support shift patterns aligned to CBFSE: operating hours and regulatory needs.
