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):
What we look for in you (ie. job requirements):
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Position ID: P62685
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.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
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