Supervisor, Customer Success Team

Навыки

• AI-инструменты в работе
• Customer Success
• База знаний
• Управление командой

О компании и продукте

• At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here

Задачи

• Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance across all channels
• Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics
• Review recorded customer communications to verify adherence to MiFID and CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and prohibition of unauthorized investment advice
• Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, and knowledge base content, and coach agents on QA outcomes
• Manage customer and regulatory-sensitive escalations through root-cause analysis and remediation, and report CX quality and compliance KPIs to senior stakeholders with trend analysis and improvement recommendations
• Ready to do the most impactful work of your career?

Требования

• 3+ years of experience in customer support or customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment, including 1-2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities
• Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear/fair/not misleading standards, disclosures, and complaints handling
• Holds or is willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training within a defined timeframe
• Demonstrated ability to analyze QA data, identify compliance trends, and translate findings into structured coaching and process improvements
• Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours and regulatory needs
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality

Условия

• Coinbase is a remote-first, but not remote-only company
• Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase
• The Customer Success team within Customer Experience supports Coinbase Financial Services Europe Ltd (CBFSE), our MiFID-regulated entity in Cyprus, delivering compliant support across phone, chat, and email
• As a CX Supervisor, you'll lead a team responsible for monitoring and improving the quality and regulatory compliance of all customer communications, ensuring interactions are clear, fair, and fully aligned with CySEC and MiFID requirements

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