Coinbase · 14 hours ago
Supervisor, Customer Success Team (Onsite - Relocation Assistance Available)
Charlotte, NC
Full-time
Onsite
Mid Level
$96K/yr - $96K/yr
3+ years expCoinbase is on a mission to increase economic freedom globally and is seeking a Supervisor for the Customer Success Team. This role involves leading a team of Concierge Agents to enhance customer experience and manage high-value customer relationships while collaborating with various teams to streamline operations.
BitcoinBlockchainCryptocurrencyFinTechTrading Platform
Responsibilities
Manage and support initiatives aimed at streamlining operations and improving customer experience metrics
Achieve SLAs, productivity and quality metrics for your line of business/team members
Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes
Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution
Handle customer escalations to resolution, including collaborating across teams of subject matter specialists
Model an investigative mentality to help address critical customer issues at the root cause
Represent and advocate for the customer across organizations to drive impactful changes
Champion clear communication with internal and external partners to align on solutions and drive results
Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts
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
Qualification
Required
Experienced and passionate people leader with a proven track record of guiding and developing teams
Motivated by Coinbase's mission and creating a seamless experience for our highest value individual and enterprise clients
Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in 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
Experience in Banking, Wealth Management, Corporate Finance, Asset Management, FinTech or Crypto
Preferred
FINRA License series 7 and 63 (will not initially be sponsoring licenses)
FINRA License 24 OR 9 AND 10 (will not initially be sponsoring licenses)
FINRA License Series 3, 4, 65, or 66
High level of proficiency in cryptocurrency and Coinbase products
Advanced degree in business, finance, project management or client experience
Benefits
Bonus eligibility
Equity eligibility
Benefits (including medical, dental, vision and 401(k))
Company
Coinbase
Coinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$4.45BKey Investors
ARK Investment ManagementTiger Global ManagementIVP
2025-08-05Post Ipo Debt· $2.6B
2025-03-04Post Ipo Equity· $8M
2024-03-13Post Ipo Debt· $1.1B
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
CFO
Recent News
2026-01-17
2026-01-17
Company data provided by crunchbase