Associate Manager, Premium & Wealth

Coinbase
London
Workplace: HybridFull timeGBP 71,600 - 71,600 annuallyFunction: Administration & Executive AssistanceExperience: 7+ yearsEducation: certificationSkills: ["People leadership","Data-driven improvement","Customer relationship management","Cross-functional collaboration","Risk awareness"]

Lead Premium & Wealth customer experience for Coinbase’s highest-value International customers, driving white-glove, relationship-led support across High Net Worth, Ultra High Net Worth, and VIP segments. Own operational performance and service quality metrics, coach and develop a team of specialists, and ensure regulated, non-advisory escalation workflows meet compliance expectations. Manage staffing and real-time routing during market events, while converting customer feedback into process, SOP, and tooling improvements.

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FursaFursa
Coinbase
Coinbase
1 month ago

Associate Manager, Premium & Wealth

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Last checked: 13 hours agoStatus: Live

Job Summary

Lead Premium & Wealth customer experience for Coinbase’s highest-value International customers, driving white-glove, relationship-led support across High Net Worth, Ultra High Net Worth, and VIP segments. Own operational performance and service quality metrics, coach and develop a team of specialists, and ensure regulated, non-advisory escalation workflows meet compliance expectations. Manage staffing and real-time routing during market events, while converting customer feedback into process, SOP, and tooling improvements.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Own operational performance for your vertical, including SLA attainment, CSAT, QA scores, backlog health, repeat contacts, and complaint rates using data and trend analysis.
  • •Lead, coach, and develop a team of Specialists through regular 1:1s, performance reviews, and building a pipeline of future leaders.
  • •Drive a high-touch support model with trusted 1:1 customer relationships and end-to-end case ownership to minimize handoffs for complex issues.
  • •Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to ensure workflows, escalations, and coverage models meet regulatory expectations.
  • •Execute real-time staffing, routing, and escalation decisions during market events and convert customer feedback and root causes into SOP, tooling, and policy changes in partnership with Product, Analytics, QA, and Learning and Development.

Pay and Benefits

Salary: GBP 71,600 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision

Key Requirements

  • •7+ years in financial services, fintech, wealth management, premium banking, or trading operations, with direct experience servicing HNW, UHNW, or VIP customer segments.
  • •5+ years of people leadership in an operations or support environment, including managing senior specialists or team leads and improving service quality, efficiency, and customer satisfaction.
  • •Demonstrated familiarity with financial markets and trading products, including derivatives, and an understanding of support vs advice in a regulated environment.
  • •Experience operating in a regulated financial services environment and partnering with Compliance, Legal, Risk, and Complaints to manage jurisdiction-specific servicing and escalation expectations.
  • •Holds, or is willing and able to obtain within a defined timeframe, an appropriate UK wealth or securities qualification recognized by the FCA (e.g., CISI Level 4 Investment Advice Diploma or equivalent).
Experience:7+ yearsFinancial servicesFintechWealth managementPremium bankingTrading operations
Education:Certification / Diploma
Skills:People leadershipData-driven improvementCustomer relationship managementCross-functional collaborationRisk awareness
Certifications:CISI Level 4 Investment Advice Diploma
Languages:English
Tech Stack:Generative 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