Supervisor, Customer Success Team

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 on‑chain platform and the future global financial system.

We are seeking a candidate who is passionate about our mission and who believes in the power of crypto and blockchain technology to transform the financial system. This person is eager to leave a mark on the world, relishes the pressure and privilege of working with high‑caliber colleagues, and actively seeks feedback to keep leveling up. They run toward, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. 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 Supervisor for the Concierge on the Customer Success Team, you will lead a specialized team of customer‑focused Concierge Agents who own high‑value customer relationships essential to Coinbase’s mission. Your customer support, operations, and team leadership skills will play a crucial role in ensuring an outstanding high‑value customer experience globally.

• 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.
• Collaborate cross‑functionally with Program, Quality and Training teams to improve existing workflows and processes.
• Provide a best‑in‑class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle customer escalations to resolution, including collaborating across teams of subject‑matter specialists.
• Model an investigative mentality to help address critical customer issues at the root cause.
• Represent and advocate for the customer across organizations to drive impactful changes.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Identify opportunities to enhance the customer experience with Coinbase, unlocking potential to adopt additional features, services, and products.

• FINRA License series 7 and 63
• FINRA License 24 or 9 and 10
• Experienced and passionate people leader with a proven track record of guiding and developing teams.
• Motivated by Coinbase’s mission and creating a seamless experience for our highest‑value individual and enterprise clients.
• Minimum of 3 years of relevant experience in an enterprise customer, account management, or advisory role in a fast‑paced environment.
• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
• Experience working with Google Suite (Slides, Docs, and Sheets) and overall presentation preparation.
• Fantastic communication skills in order to operate across multiple departments and stakeholders.
• Flexible and adaptable to meet the evolving needs of a high‑growth and fast‑paced organization.
• Experience in banking, wealth management, corporate finance, asset management, fintech, or crypto.

• FINRA License Series 3, 4, 65, or 66.
• High level of proficiency in cryptocurrency and Coinbase products.
• Advanced degree in business, finance, project management, or client experience.

Orlando, San Francisco, Seattle, Dallas/Fort Worth

$96,305—$113,300 USD

Coinbase is proud to be an Equal Opportunity Employer. All…