Associate Manager, Premium & Wealth

ABOUT THE ROLE Coinbase is building the next generation of financial infrastructure, and the Premium & Wealth team is at the forefront of that mission. As Associate Manager, Premium & Wealth CX you will own the end‑to‑end experience for our highest‑value customers, ensuring they receive world‑class, risk‑aware support that keeps them confident in our platform. You will lead a team of specialists, partner with compliance and risk, and drive continuous improvement in service quality across multiple international markets. WHAT YOU'LL DO - Own operational performance for the Premium & Wealth vertical, tracking SLAs, CSAT, QA scores, backlog health, repeat contacts, and complaint rates to deliver measurable improvements. - Coach and develop a team of specialists, setting clear expectations through regular 1:1s, performance reviews, and building a pipeline of future leaders. - Champion a high‑touch support model that centers on trusted 1:1 relationships, deep specialist knowledge, and end‑to‑end case ownership, reducing handoffs for complex trading, account, and funding issues. - Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to ensure workflows, escalations, and coverage models meet regulatory expectations across jurisdictions. - Execute real‑time staffing, routing, and escalation decisions during market events, incidents, or volume spikes to protect customer outcomes across channels and time zones. - Translate customer feedback, defects, and root causes into SOPs, tooling, and policy changes in collaboration with Product, Analytics, QA, and Learning & Development. WHAT YOU'LL NEED - Seven or more years of experience in financial services, fintech, wealth management, premium banking, or trading operations, with direct service to HNW, UHNW, or VIP segments. - Five or more years of people leadership in an operations or support environment, with a proven track record of improving service quality, efficiency, and customer satisfaction. - Deep familiarity with financial markets and trading products, including derivatives, and a clear understanding of the distinction between support and advice in a regulated environment. - Demonstrated experience operating in a regulated financial services environment and partnering with Compliance, Legal, Risk, and Complaints functions to navigate jurisdiction‑specific expectations. - Willingness to obtain or already hold a UK wealth or securities qualification recognized by the FCA (e.g., CISI Level 4 Investment Advice Diploma or equivalent). - Responsible use of generative AI, maintaining human oversight to deliver business‑ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. WHY REMOTE Coinbase is a remote‑first company that values asynchronous collaboration and flexible schedules, allowing you to work when you are most productive while still staying connected to a global team. Quarterly in‑person “surges” bring the team together for intensive, cross‑functional workshops that spark innovation and strengthen relationships. This hybrid model gives you the freedom to balance work and life while contributing to a mission‑driven culture that thrives on high performance and continuous learning. BENEFITS Competitive health, dental, and vision coverage for you and your dependents. Generous paid time off and a flexible holiday policy to recharge. A remote work stipend to support home‑office setup and internet. A learning budget and access to industry conferences, courses, and certifications. Equity and bonus opportunities that align your success with