Customer Support Supervisor

Job Description:

• 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 on chain platform and with it, the future global financial system.
• To achieve our mission, we are 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.
• As a Customer Support Supervisor, your primary role will be to manage a team of customer support agents.
• You will be responsible for your team's performance as measured by key operational metrics: contacts handled, first contact resolution rates, quality scores, and other KPIs.
• You will provide timely coaching to team members based on their performance against these metrics. Additionally, you will work closely with Workforce Management to ensure scheduling optimization and adherence.
• This includes conducting in-depth analyses of any performance gaps among team members. You will become a subject matter expert in Coinbases operational processes and workflows.
• To perform your duties successfully, you will utilize tools such as: Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

Job duties:

• Lead a team of high performing customer service agents across multiple channels (eg. phone, messaging, email)

• Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.

• Achieve SLAs, productivity and quality metrics for your line of business/team members.

• Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.

• Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.

• Utilize an in-depth understanding of metrics to drive data-backed business decisions.

• Continuously add value through effective project management, dedicated prioritization and efficient execution.

• Communicate policies and follow up to ensure compliance and consistency.

• Taking corrective action as necessary and documenting the issue and actions taken.