Customer Support Supervisor

📋 Description

• Lead a team of support agents delivering seamless service to Coinbase's global customer base across
• Own your team's performance against key operational metrics, including contacts handled, FCR
• Partner with Workforce Management, Quality, and Training to raise the bar
• Work in Manila, Philippines with shift flexibility for 24/7 coverage
• Drive initiatives to improve customer experience metrics and reduce friction across support channels
• Execute performance management processes including documentation, corrective action, and compliance

🎯 Requirements

• 6+ years in customer support, financial services, or tech operations
• At least 3 years directly managing frontline teams in a metrics-driven environment
• Proficiency with Salesforce Service Cloud, workforce management platforms, QA tools, and BI
• Ability to work weekends and non-standard hours for 24/7 crypto operations from the Manila office
• Responsible use of generative AI with human oversight to improve workflow efficiency, cost, and

🎁 Benefits

• Annual base salary: ₱1,591,400 PHP
• Equity and bonus eligibility and benefits (medical, dental, vision)
• Inclusive, Equal Opportunity Employer
• Accommodations: contact [email protected] for accessibility needs