Consumer Support Program Lead
Coinbase
Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. Our team is dedicated to eliminating International customer pain points, empowering our global user base via self-service and automation, and optimizing customer insights in order to create an effortless experience for our customers. The CX Programs team is responsible for the strategy, planning and project management for the Global Consumer Support (GCS) Organization. We utilize people, processes and technology to transform our customers' experience in partnership with local teams and cross functional stakeholders. We also bridge the gap between Coinbase’s Support and Product functions to act as the Voice of Customer to strive for a more effortless CX and build great experiences in-product.
As a Customer Support Program Lead, you will be responsible for identifying pain points experienced by customers in local regions and beyond helping to drive initiatives to resolve them. You will work closely with local teams in those markets to understand unique customer needs and pull in their expertise to find solutions. The goal is to significantly reduce the need for customers to reach out to CX directly by empowering local teams to independently address common issues. You will leverage technology, processes and cross-functional collaboration to surface and fix international pain points, all while optimizing operations and change managing initiatives across a large global network. Your focus will be on preemptively solving customer problems at the local level to ensure an exceptional support experience abroad. You’ll thrive in this role if you have experience forming relationships and influencing cross-functional teams, analyzing data to produce concrete recommendations, and deliver high quality projects on time.
The ideal candidate will have a customer-centric mindset, a deep understanding of using customer insights to drive change, strong project management skills and adaptability to a fast paced environment. Top candidates will have a natural desire to continually improve customer experiences, the product, enormous user empathy and can maintain a calm demeanor in high stress situations. People describe our ideal Program Lead as data-driven, accountable, organized and customer focused. This role will be responsible for our customer support programs in local regions and beyond in order to deeply focus on understanding the unique needs of customers in those markets and immersing themselves in the local cultures. You will wear many hats and dive into diverse responsibilities to help transform our support experience abroad.
Please note: This position is located in Bermuda.
What you’ll be doing (ie. job duties):
- Develop and implement strategies to optimize customer service operations and drive continuous improvement
- Collaborate with various cross-functional teams, including (but not limited to) Operations, Product, Tooling, Analytics, Knowledge Management, Training and Workforce Management
- Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact
- Identify and analyze data, customer feedback and trends to identify areas for improvement and implement corrective actions
- Establish and maintain Standard Operating Procedures (SOPs) to ensure consistency and efficiency in customer service operations
- Stay up to date on industry trends, best practices and emerging technologies to drive innovation in CX Operations and Product
- Develop and deliver proposals and presentations to stakeholders, providing insights on operational performance and CX opportunities
- Manage cross functional partnerships and insights from customers in local regions
- Serve as the primary point of contact for escalations of customer issues from those regions
What we look for in you (ie. job requirements):
- Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space.
- 3+ years of proven experience in Program Management, Customer Support Operations or Product Operations
- Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Track record of developing and implementing mechanisms that enabled quality to scale 10x
- Excellent analytical and problem-solving abilities, with a data-driven mindset
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
- Experience utilizing customer insights to drive improvements
- Fluent (written and verbal) in both English
Nice to haves:
- Familiarity with Lean or Six Sigma methodologies
- Previous experience in Tech, Crypto, Finance or Fintech
- Advanced understanding of Google Apps, Looker, Jira or Salesforce
Position ID: P62685
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 the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
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