Coinbase

3 days ago

Supervisor, Customer Success Team

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Lead a team of customer experience (CX) agents and QA analysts supporting Coinbase Financial Services Europe Ltd in Cyprus. Own the CX quality assurance framework—scorecards, sampling, calibration—and review customer communications for MiFID II and CySEC conduct-of-business compliance. Partner with Compliance, Legal, AML, Operations, and Training to translate requirements into CX processes and coaching. Handle sensitive escalations, perform root-cause analysis, and report quality/compliance KPIs with improvement recommendations.

Location: Cyprus

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance.
•Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, calibration sessions, and continuous improvement of quality/compliance metrics.
•Review recorded customer communications to verify adherence to MiFID and CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and unauthorized investment advice prohibitions.
•Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, knowledge base content, and coach agents on QA outcomes.
•Manage customer and regulatory-sensitive escalations using root-cause analysis and remediation, and report CX quality/compliance KPIs with trend analysis and recommendations.

Pay and Benefits

Salary: EUR 34,295 - 36,100 annually

Equity and Bonus:Equity

Perks:MedicalDentalVision

Key Requirements

•3+ years of customer support/customer experience experience in financial services (brokerage, trading, payments or similarly regulated), including 1-2+ years leading/coaching in a team lead, supervisor, or QA role.
•Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear/fair/not misleading standards, disclosures, and complaints handling.
•Hold or be willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and complete MiFID/AML training within a defined timeframe.
•Demonstrated ability to analyze QA data, identify compliance trends, and turn findings into structured coaching and process improvements.
•Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours and regulatory needs.

Experience:3+ yearsFinancial servicesBrokerageTradingPaymentsRegulated environment

Skills:CoachingQuality improvementRoot-cause analysisStakeholder reportingData analysis

Certifications:CySEC Basic ExaminationCySEC Advanced Examination

Languages:English

Tech Stack:MiFID IICySECAMLQuality assurance (QA)ScorecardsSampling methodologyCalibration sessionsGenerative AI

Company Brief

Coinbase

Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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Coinbase

3 days ago

Supervisor, Customer Success Team

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: Cyprus

Workplace: Remote

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Manager level

Key Responsibilities

•Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance.
•Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, calibration sessions, and continuous improvement of quality/compliance metrics.
•Review recorded customer communications to verify adherence to MiFID and CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and unauthorized investment advice prohibitions.
•Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, knowledge base content, and coach agents on QA outcomes.
•Manage customer and regulatory-sensitive escalations using root-cause analysis and remediation, and report CX quality/compliance KPIs with trend analysis and recommendations.

Pay and Benefits

Salary: EUR 34,295 - 36,100 annually

Equity and Bonus:Equity

Perks:MedicalDentalVision

Key Requirements

•3+ years of customer support/customer experience experience in financial services (brokerage, trading, payments or similarly regulated), including 1-2+ years leading/coaching in a team lead, supervisor, or QA role.
•Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear/fair/not misleading standards, disclosures, and complaints handling.
•Hold or be willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and complete MiFID/AML training within a defined timeframe.
•Demonstrated ability to analyze QA data, identify compliance trends, and turn findings into structured coaching and process improvements.
•Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours and regulatory needs.

Experience:3+ yearsFinancial servicesBrokerageTradingPaymentsRegulated environment

Skills:CoachingQuality improvementRoot-cause analysisStakeholder reportingData analysis

Certifications:CySEC Basic ExaminationCySEC Advanced Examination

Languages:English

Tech Stack:MiFID IICySECAMLQuality assurance (QA)ScorecardsSampling methodologyCalibration sessionsGenerative AI

Company Brief

Coinbase

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn