Customer Support Supervisor

Coinbase
Manila
Workplace: RemoteFull timePHP 1,591,400 - 1,591,400 annuallyFunction: Customer Support (Service Desk)Experience: 6+ yearsSkills: ["Coaching","Leadership","Data-driven decision-making","Process improvement","Cross-functional collaboration"]

Lead a team of support agents in Coinbase’s Customer Experience organization, delivering seamless service across phone, messaging, and email to a global customer base. Own team performance against SLA, productivity, quality, and first-contact resolution metrics, and coach agents using QA and BI data. Partner with Quality, Training, Workforce Management, and Program teams to streamline workflows, optimize scheduling adherence, and improve customer experience while ensuring 24/7 coverage readiness.

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FursaFursa
Coinbase
Coinbase
1 day ago

Customer Support Supervisor

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead a team of support agents in Coinbase’s Customer Experience organization, delivering seamless service across phone, messaging, and email to a global customer base. Own team performance against SLA, productivity, quality, and first-contact resolution metrics, and coach agents using QA and BI data. Partner with Quality, Training, Workforce Management, and Program teams to streamline workflows, optimize scheduling adherence, and improve customer experience while ensuring 24/7 coverage readiness.
Location: Manila
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Own end-to-end team performance across SLAs, productivity, quality scores, and first contact resolution targets for your line of business
  • •Lead coaching and development for customer support agents using QA and BI insights (e.g., Maestro QA, Looker, Salesforce) to drive improvement
  • •Partner cross-functionally with Program, Quality, Training, and Workforce Management to streamline workflows and optimize scheduling adherence
  • •Drive operational initiatives that improve customer experience metrics and reduce friction across support channels
  • •Execute performance management processes including documentation, corrective action, and compliance follow-through

Pay and Benefits

Salary: PHP 1,591,400 annually
Perks:MedicalDentalVision

Key Requirements

  • •6+ years in customer support, financial services, or technology operations, with at least 3 years directly managing frontline teams in a metrics-driven environment
  • •Improve team KPIs such as CSAT, FCR, and AHT with specific, quantifiable results
  • •Proficiency with customer support operations tooling including Salesforce Service Cloud, workforce management platforms, QA tools, and BI dashboards (e.g., Looker)
  • •Availability to work shifts including weekends and non-standard hours to support 24/7 coverage from Manila
  • •Use generative AI responsibly with human oversight to deliver measurable improvements in workflow efficiency, cost, and quality
Experience:6+ yearsFinancial servicesTechnology operations
Skills:CoachingLeadershipData-driven decision-makingProcess improvementCross-functional collaboration
Languages:English
Tech Stack:SalesforceSalesforce Service CloudWorkforce managementMaestro QALookerQA toolsBI dashboardsGenerative 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
WebsiteLinkedIn