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 While many roles at Coinbase are remote-first we are not remote-only In-person participation is required throughout the year Team and company-wide offsites are held multiple times annually to foster collaboration connection and alignment Attendance is expected and fully supported 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 Coinbase s 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 Please note that this role is expected to report onsite in our India Centre of Excellence office in Hyderabad India What you ll be doing ie 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 What we look for in you i e job requirements This role requires full-time in-office presence at our Hyderabad location Customer obsessed motivated by Coinbase s mission and crafting a seamless support experience for our global customer base Minimum of 6 years of relevant experience in financial services technology and or customer support Minimum of 3 years of people management experience in an operations workplace Ultra proactive in identifying opportunities proposing solutions and demonstrating a bias for action in executing solutions Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions Ability to work independently and as part of a team with a high level of self-motivation personal accountability and natural curiosity Exceptional organizational and time management skills with the ability to prioritize tasks and manage competing deadlines Drives urgency and adapts flexibly to evolving needs in a complex fast-paced and high-growth environment Crypto is a 24 7 365 business so availability to work shifts on weekends and outside of the standard work day Excellent communication skills written verbal and in presentation format ability to simplify complex topics for broad audiences Nice to haves Experience at crypto exchanges or in financial services ideally in payments trading operations or technical support Experience in project management analytics or quality assurance Degree in business finance customer experience and or blockchain Understanding of Google Workspace JIRA AWS Salesforce Service Cloud P66293 LI-Onsite Pay Transparency Notice The target annual base salary for this position can range as detailed below Full time offers from Coinbase also include bonus eligibility equity eligibility benefits including medical dental and vision Base salary range shown Total compensation also includes equity and bonus eligibility and benefits 2 317 500 2 317 500 INR Please be advised that each candidate may submit a maximum of four applications within any 30-day period We encourage you to carefully evaluate how your skills and interests align with Coinbase s roles before applying Commitment to Equal Opportunity Coinbase 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 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 Global Data Privacy Notice for Job Candidates and Applicants Depending on your location the General Data Protection Regulation GDPR and California Consumer Privacy Act CCPA may regulate the way we manage the data of job applicants Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here By submitting your application you are agreeing to our use and processing of your data as required AI Disclosure For select roles Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants The tool simulates realistic interview scenarios and engages in dynamic conversation A human recruiter will review your interview responses provided in the form of a voice recording and or transcript to assess them against the qualifications and characteristics outlined in the job description For select roles Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes allowing our interviewers to fully focus on you as the candidate The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment To request a reasonable accommodation due to disability please contact accommodations at coinbase com

📌 Customer Support Supervisor (Telangana)
🏢 Coinbase
📍 Telangana