Supervisor, Executive Escalation Support
Coinbase
Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
As a Supervisor for the Executive Escalation Support Team, you will lead a specialized team of customer focussed support analysts who own high value customer relationships that are essential to Coinbase achieving its mission. Using your customer support, operations, and team leadership skills you will play a crucial role ensuring we deliver an outstanding high value customer experience globally.
Please note that this role is expected to report onsite in our Philippines Centre of Excellence office in Manila, Philippines.
What you’ll be doing (ie. job duties):
- Supervise (coach, develop, performance manage) a team of analysts who respond to requests directly from the Executive, Legal and Communication teams, and who work on highly complex incidents and product bugs.
- Serve as an escalation point for analysts to lead in high complexity incidents and support in advanced troubleshooting for bugs.
- Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
- Create and maintain monitoring metrics focused on the end result of resolving customer issues.
- Model an investigative mentality to help address critical customer issues at the root cause.
- Represent and advocate for the customer across organizations to prioritize and implement fixes for impactful escalations, bugs and incidents.
- Serve as an escalation point for the Customer Experience organization.
- Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
- Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.
- Conduct deep data analysis to identify recurring themes and trends in bug and incident reports.Develop strategic processes and frameworks to proactively prevent incidents and improve resolution rates.Communicate findings, recommendations, and progress clearly and effectively to stakeholders through regular reporting and updates.
- Serve as on-call when needed for incident response.
- Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.
What we look for in you (ie. job requirements):
- This role requires full-time, in-office presence at our Manila location.
- Passionate and skilled people leader with minimum 3 years of direct people management experience within the Customer Support/Escalations space
- Min. 1 year of incident management experience
- Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
- Proven experience in customer experience management or incident management within a fast-paced environment.
- Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
- Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.
- Fantastic communication skills in order to operate across multiple departments and stakeholders.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
- Working proficiency in English
- Strong analytical skills with demonstrated ability to analyze complex datasets and identify actionable insights.Ability to solve problems through process optimization and workflow design.A proactive mindset focused on continuous improvement and customer advocacy.
- Proven track record of solving customer issues with systemic changes and influence in an organization.
Nice to haves:
- High level of proficiency in cryptocurrency and Coinbase products
- Advanced degree in business, finance, project management or client experience
- Experience with bug-tracking and incident management tools such as Jira or Zendesk.Technical proficiency in data analysis tools like SQL, Tableau, or Looker.Previous work experience in a technology-focused or fintech company.
- Experience hiring and managing international employees
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Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision)
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com