Customer Support Supervisor

ABOUT THE ROLE Coinbase is on a mission to increase economic freedom by making digital assets accessible to everyone. As a Customer Support Supervisor, you will lead a high‑performing team of agents who deliver world‑class service across phone, messaging, and email to a global customer base. Your role is pivotal in ensuring that every interaction reflects Coinbase’s values of security, transparency, and customer‑centricity. You will own the end‑to‑end performance of your team, driving improvements in key metrics such as first‑contact resolution, quality scores, and productivity while collaborating closely with Workforce Management, Quality, and Training to elevate the overall customer experience. WHAT YOU'LL DO - Own and analyze team performance against SLAs, productivity, and quality targets, using data from Maestro QA, Looker, and Salesforce. - Coach and develop agents through regular feedback sessions, performance reviews, and targeted training plans that address identified skill gaps. - Partner with cross‑functional teams—Program, Quality, Training, and Workforce Management—to streamline workflows, optimize scheduling, and ensure adherence to service level agreements. - Lead operational initiatives that reduce friction across support channels, improve customer satisfaction scores, and drive measurable efficiencies. - Execute performance management processes, including documentation, corrective action, and compliance follow‑through, while maintaining a culture of continuous improvement. - Champion responsible use of generative AI tools to enhance agent productivity and maintain human oversight for quality assurance. WHAT YOU'LL NEED - Six or more years of experience in customer support, financial services, or technology operations, with at least three years managing frontline teams in a metrics‑driven environment. - Proven track record of improving team KPIs—such as CSAT, FCR, and AHT—with quantifiable results in previous roles. - Deep familiarity with support operations tooling, including Salesforce Service Cloud, workforce management platforms, QA tools, and BI dashboards like Looker. - Ability to work flexible shifts, including weekends and non‑standard hours, to support 24/7 crypto operations from the Manila, Philippines office. - Strong analytical mindset, excellent communication skills, and the capacity to translate data insights into actionable coaching and process improvements. - Commitment to ethical AI usage, ensuring human oversight while leveraging technology to drive workflow efficiency, cost savings, and quality gains. WHY REMOTE Coinbase embraces a distributed, asynchronous culture that empowers teams to work from anywhere while staying aligned through quarterly in‑person surges. The remote model allows you to balance a flexible schedule with the autonomy to manage your team’s performance and development. You’ll have the freedom to create a work environment that supports focus and collaboration, backed by robust virtual communication tools and a culture that values results over hours. BENEFITS Competitive health, dental, and vision coverage. Generous paid time off and a flexible holiday policy. Remote work stipend to support home office setup. Annual learning budget for professional development. Equity and bonus eligibility in line with company performance. Comprehensive employee assistance program and wellness resources.