(Remote Work) Associate Manager, Customer Support Operations – Coinbase

Job Expired

Job Overview

  • Job Title Associate Manager, Customer Support Operations
  • Hiring Organization Coinbase
  • Company Website https://www.coinbase.com/
  • Remote Locations Philippines
  • Job Type  Remote, Full-Time

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

  • You’ve got positive energy. You’re optimistic about the future and determined to get there.
  • You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
  • You appreciate direct communication. You’re both an active communicator and an eager listener – because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
  • You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
  • You have a can do attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
  • You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

Coinbase is looking for a highly motivated accounting professional to join our Subscriptions and Services Revenue Accounting team and play a key role in our continued growth and achievement of operational excellence. The Senior Revenue Accountant must possess strong accounting and operational expertise, an ability to communicate and work with various teams outside of Finance (such as Data, Coverage, Business Development and M&A), and a desire to make a meaningful impact on a dynamic, high-growth technology company.

Reporting to the Manager, Subscription & Services Revenue, the Senior Revenue Accountant will work with various cross functional teams within the Company and requires someone with impeccable attention to detail, a financial and analytic mindset and knowledge of billing and revenue recognition. This position will impact a rapidly growing organization and offers career development opportunities for the right candidate.

As a Consumer Support Operations Associate Manager,  you will lead a team of highly motivated customer support professionals whose performance is critical to Coinbase achieving its mission. Using your customer support, operations and team management skills you will play a crucial role ensuring we deliver an outstanding customer experience globally.

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and 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 Pay TransparencyEmployee Rights and 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 send an e-mail to accommodations[at]coinbase.com and 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.

Job Responsibilities

  • Develop a team of high performing customer service agents to provide a best in class customer experience across multiple channels.
  • Act as a trusted point of contact for escalations and high priority issues related to your scope.
  • Achieve service level agreements and quality metrics for your line of business, at the individual and team level.
  • Provide leadership and coaching based on industry best methodologies, thoughtful delegation and performance management.
  • Focus on team growth and enablement through mentorship, career development and employee engagement.
  • Collaborate with internal support teams across Programs, Tools, Quality and Training to help launch or improve product support workflows.
  • Utilize an in-depth understanding of metrics to drive data-driven business decisions.
  • Continuously add value through effective impact analysis, prioritisation and efficient execution of projects.

Job Requirements

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
  • Minimum of 5 years of relevant experience in financial services, technology and/or customer support.
  • 3+ years of people management experience in an operations environment.
  • Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email and chat.
  • Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
  • Subject matter expertise and interest in the crypto ecosystem.
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organisation.
  • Weekend support and/or flexible evening/overnight hours may be required.
  • Commutable distance to Coinbase Taguig City / Metro Manilla office.
  • Travel requirements up to 15% to Coinbase offices and vendor locations, based on needs.
  • Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
  • Advanced experience in project management, analytics or quality assurance.
  • Advanced degree in business, finance, customer experience and/or blockchain.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

*This is a remote based position in Manila, Philippines

How To Apply

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More Information

  • This job has expired!