Senior Manager, CX Crypto Operations

Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for bloc

Coinbase has built the world’s leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

As the Manager for Crypto Operations, you will lead the team responsible for providing support for our retail crypto features and DeFi products. With a combination of in-depth crypto protocol expertise, a strong technical skill set and experience in scaling support teams, you will play a major role in crafting our strategy for crypto support globally.

What you’ll be doing (ie. job duties):

  • Build, develop and lead a team of managers responsible for running the operational support environment for Crypto Operations, including transactions, asset issuing and rewards.
  • Together with key stakeholders, drive alignment and consensus across the Customer Operations team on operational readiness for key launches and developments
  • Provide vision and thought-leadership and craft the strategy of developing and executing on newly launched support workflows in the Crypto space
  • Performance handle the support workflows within Crypto Ops, including turn-around times and quality, and seek opportunities for operational improvements
  • Formulate and present Crypto Ops quarterly roadmap and goals to CX executive team, aligned with key priorities within CX and the broader product organization
  • Act as a trusted point of contact for escalations and high priority issues related to crypto support.
  • Provide leadership mentorship based on industry best methodologies, thoughtful delegation and performance management.
  • Focus on team growth and enablement through mentorship, career development and employee engagement.

What we look for in you (ie. job requirements):

  • Minimum of 8 years of relevant experience in Crypto, financial services, technology and/or customer support
  • 2-3 years of experience with Customer Support in a Cryptocurrency environment
  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
  • Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email, social and chat.
  • Outstanding track record of leading deeply engaged and robust teams.
  • Significant subject matter expertise and interest in the crypto ecosystem.
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
  • Travel requirements up to 15% to Coinbase offices and vendor locations, based on needs.

ID: P28558


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 Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

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Benefits at Coinbase

  • Health and Dental insurance covered at 100% for employees and 50% for dependents
  • Eyecare vouchers
  • Travel Insurance
  • Disability and Life Insurance
  • Monthly Gym Allowance
  • Corporate Gym Discounts
  • Volunteer Time Off
  • Fertility Counseling and Benefits
  • Learning and Development stipend
  • Pension plan with company match
  • Snacks and Lunch provided onsite
  • Season ticket loan commuter program
  • 18 weeks paid Maternity and Paternity Leave

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