Customer Support Supervisor

What you'll do:

• 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 a team of customer support agents, using data from Maestro QA, Looker, and Salesforce to identify gaps and drive improvement
• Partner cross-functionally with Program, Quality, Training, and Workforce Management teams 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

Required Skills and Experience:

• 6+ years in customer support, financial services, or technology operations with at least 3 years directly managing frontline teams in a metrics-driven environment
• Demonstrated success improving team KPIs (e.g., CSAT, FCR, AHT) with specific, quantifiable results in a prior role
• Proficiency with support operations tooling such as 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 crypto operations from the Manila, Philippines office
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding equity and bonus):₱1,591,400—₱1,591,400 PHP

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
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