Associate Manager, Complaints - COE job opportunity at Coinbase Inc..

The Complaints Associate Manager within the Formal Complaints Team lead a high functioning team of hardworking support professionals who know their performance is essential to Coinbase achieving its mission. This role focuses on overseeing daily operations, including queue management, project oversight, and maintaining service levels. The manager tracks and analyzes team metrics, ensures compliance with regulatory standards, and provides direct coaching and mentoring to team members while fostering their professional growth. Additionally, they monitor performance, attendance, and adherence to schedules. With a strong focus on operational excellence and combination of experience in leading support teams in areas of formal, regulatory and litigation complaints, they will play a major role inputting to and implementing our strategy for Complaints globally. What You'll Be Doing (i.e., Job Duties): Lead a team of analysts who provide high quality support to Coinbase customers Responsible for gauging customer impact and guiding decisions with Product Managers, engineers, Legal, and other partners with customers in mind. Provide leadership mentorship based on industry standard methodologies, thoughtful delegation and performance management. Focus on team growth and enablement through mentorship, career development and employee engagement. Collaborate with internal support teams across Legal, Tools, Quality and Training to help launch or improve product support workflows. Utilize an in-depth understanding of metrics to drive data-driven business decisions. Continuously add value through effective project management, dedicated prioritization and efficient execution. Coordinate with senior management and provide insights for process improvement. Communicate effectively with your team to drive individual and group performance. Champion change management with your team. What We Look For In You (ie. Job Requirements): Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base. Minimum of 5 years of meaningful experience in financial services, technology and/or customer support. Proven track record in managing results and metrics, particularly within a complaints-handling function or customer support. Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email, social and chat. Excellent track record of leading deeply engaged and high performing teams. Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization. Travel requirements up to 15% to Coinbase offices and vendor locations, based on needs Strong enthusiasm and positive energy towards the future of cryptocurrency and Web3 technologies. Exceptional communication skills, both written and verbal, with the ability to simplify and convey complex topics to broad audiences. Understanding of Google apps, JIRA, Salesforce Service Cloud.