Cryptocurrency Support Team Leader
1 week ago
At Coinbase, our mission is to revolutionize the future of finance and Web3 for users worldwide. We're a group of hardworking professionals who thrive in a fast-paced environment, where we default to trust, embrace feedback, and continuously improve ourselves.
We're looking for talented individuals who will excel in our Customer Support team, led by a seasoned Cryptocurrency Support Team Leader.
As a leader, you'll oversee a team of skilled support agents, ensuring seamless communication across multiple channels (email, chat, and phone). Your expertise will help resolve complex issues, prioritize tasks, and drive data-driven business decisions.
Key Responsibilities:
- Develop and lead high-performing customer support teams across various channels.
- Act as a trusted point of contact for escalations and high-priority issues.
- Achieve service level agreements, productivity metrics, and quality standards.
- Provide leadership mentorship, performance management, and career development opportunities.
- Collaborate with internal support teams to launch or improve product support workflows.
- Analyze metrics to inform business decisions and drive continuous improvement.
- Prioritize tasks efficiently, ensuring effective project management and execution.
Requirements:
- Minimum 6 years of experience in financial services, technology, and/or customer support.
- At least 3 years of people management experience in an operations environment.
- Proven track record of leading engaged and high-performing teams using metrics to drive business decisions.
- Subject matter expertise and interest in the cryptocurrency ecosystem.
- Excellent communication skills, with the ability to simplify complex topics for diverse audiences.
- Flexibility and adaptability to meet the evolving needs of a high-growth organization.
Nice to Have:
- Experience at cryptocurrency exchanges or in financial services, ideally in payments, trading operations, or technical support.
- Advanced knowledge of project management, analytics, or quality assurance.
- Advanced degree in business, finance, customer experience, or blockchain.
The estimated annual salary for this position is ₹2,025,000—₹2,250,000 INR, including target bonus + target equity + benefits.
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