Manager, Community Support Operations at Coinbase

Remote

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 Community Operations, you will lead a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. With a combination of experience in leading support teams in areas of social engagement and/or incident management, you will play a major role inputting to and implementing our strategy for social support globally.

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

Responsible for leading the Community Operations program, supporting Coinbase customers in relation to high touch escalations and platform incidents.
Lead a team of analysts who provide high quality support to Coinbase customers in public channels, such as Twitter, Reddit, Better Business Bureau, and App Store reviews.
Responsible for gauging customer impact and guiding decisions with Product Managers, engineers, Legal, and other stakeholders with customers in mind.
Provide leadership guidance based on industry best practices, thoughtful delegation and performance management.
Focus on team growth and enablement through mentorship, career development and employee engagement.
Collaborate with internal support teams across Advocacy, 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 project management, ruthless prioritization and efficient execution.

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

Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
Minimum of 5 years of relevant experience in financial services, technology and/or customer support.
Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email, social and chat.
Excellent track record of managing deeply engaged and high performing teams.
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.

Nice to haves:

Experience at crypto exchanges or in financial services
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.

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