Associate Manager, Complaints

Ready to be pushed beyond what you think you're capable of?
At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform - and with it, the future global financial system.
To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.
Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
The M5 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.This position is primarily based in the office.
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.

Nice to haves

• Familiarity with the Coinbase suite of products, including their functionality and customer support systems.
• Experience at crypto exchanges or in financial services
• Advanced degree in business, finance, customer experience and/or blockchain.

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).
Pay Range:
$138,100 - $138,100 SGD
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here) .
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here . By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment . To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com