Coinbase

1 day ago

Associate Manager, Premium & Wealth

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 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

Website LinkedIn

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Coinbase

1 day ago

Associate Manager, Premium & Wealth

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 22 hours agoStatus: Live

Job Summary

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

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