Coinbase is hiring a

Support Quality Analyst

Shinjuku-ku, Japan

Location: Tokyo, Japan

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 assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, 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. 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.
 
Read more about our values and culture here.
 
What you’ll be doing:
  • Quality and Customer Experience:
    • Drive consistency and quality in our customer experience through regular QA audits and analysis for Support Operations.
    • Scope, development and implement Coinbase’s QA framework for our Japan Support team.
    • Conduct regular, thorough audits on our BPO suppliers to check for operational calibration.
    • Utilize data and QA insights to provide clear, actionable reports on team performance, areas of improvement, and process recommendations.
    • Utilize your expertise in Support processes and data to provide recommendations on how we can improve our efficiency and responsiveness to customers.
  • Training and Change Management:
    • Develop and deliver trainings for Support Ops through new hire trainings, refresher trainings, and peer coaching.
    • Design and develop clear, informative instructional materials for Customer Support.
    • Own change management for our Japan Support teams by translating and assessing change updates for our local team in Japan
    • Service as a liaison for vendor QA & training teams for onsite partnership, QA calibrations, and training.
  • Project Work:
    • Partner with our global QT organization to scope and develop projects related to Quality & Training for Japan.
What we look for in you:
  • Minimum of 3 years of experience quality assurance, preferably in financial services, technology, and/or customer support.
  • Strong proficiency in both English and Japanese.
  • Excellence communication & collaboration skills.
  • Flexible to meet the evolving needs of a high-growth and fast paced organization.
  • Travel requirements up to 20% to Coinbase offices and vendor locations.
Nice to haves:
  • Experience in Payments Risk, Compliance, and/or product support in financial services.
  • Experience with quality, CSAT, statistics, and process excellence frameworks.
  • Demonstrated experience in building instructional materials & leading large trainings.
  • Strong understanding of Google apps, JIRA, Salesforce Service Cloud.
Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco’s Fair Chance Ordinance and similar local laws.

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