Customer Support Supervisor Job in Hyderabad at Coinbase

Coinbase is hiring for the role of Customer Support Supervisor!

Responsibilities of the Candidate:

• Develop and lead a team of high-performing customer support agents across multiple channels (email, chat & phone).
• Act as a trusted point of contact for escalations and high-priority issues related to your scope.
• Achieve service level agreements, productivity metrics, and quality metrics for your line of business, at the individual and team levels.
• Provide leadership mentorship based on industry best methodologies and performance management.
• Focus on team growth and enablement through mentorship, career development, and employee engagement.
• Collaborate with internal support teams across Programs, 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, dedicated prioritization, and efficient execution.
• Communicate policies to customer support agents and become the primary information source for the team, following up to ensure compliance and consistency; taking corrective action as necessary, and documenting the issue and actions taken.

Requirements:

• Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
• Minimum of 6 years of relevant experience in financial services, technology, and/or customer support.
• Minimum of 3 years of people management experience in an operations environment.
• Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email, and chat.
• Excellent track record of leading deeply engaged and high-performing teams and using metrics to make business decisions.
• 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.
• Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" workday.
• Excellent communication skills (written and verbal), and ability to simplify complex topics for broad audiences.
• Willing to work from an office in Hyderabad, India.