Customer Support Supervisor - Metro Manila

🧑‍💼 Customer Support Supervisor

📍 Location: Metro Manila, Philippines (Onsite)

💼 Type: Full-time

📅 Posted: 23 hours ago

💰 Target Salary: ₱1,591,400 PHP/year

About Coinbase

Coinbase is on a mission to increase economic freedom in the world by building the onchain platform that powers the future global financial system. As one of the most trusted crypto exchanges, Coinbase is driven by excellence, ownership, and customer obsession.

Role Overview

As a Customer Support Supervisor, you'll manage a high-performing support team across multiple channels (email, chat, phone), working to ensure best-in-class service while scaling operations in a fast-paced, mission-driven environment.

Key Responsibilities

• 🧑‍🏫 Lead, coach, and grow a team of support agents
• 🛠️ Manage escalations and ensure SLA, productivity, and quality KPIs are met
• 📈 Use metrics to guide decisions and continuously optimize performance
• 🤝 Collaborate with teams across Programs, Tools, Quality, and Training
• 📢 Communicate policies and enforce process compliance across your team
• 🧩 Drive process improvements, employee engagement, and knowledge sharing

Requirements

• ✅ 6+ years in customer support, fintech, or tech operations
• 👥 3+ years of people management experience in a support or operations setting
• 📞 Experience across email, chat, and voice support channels
• 📊 Strong business acumen with a track record of data-driven decision-making
• 🌐 Interest or background in crypto, blockchain, or financial markets
• 🧠 Excellent communication skills and adaptability in a hyper-growth environment
• 🕐 Willingness to work non-standard hours, including weekends and shifts
• 🏢 Must be able to work onsite in Metro Manila

Preferred Qualifications

• 💹 Experience in crypto exchanges, trading operations, or fintech
• 📁 Background in project management, quality assurance, or analytics
• 🎓 Advanced degree in business, finance, customer experience, or blockchain
• 🛠️ Familiarity with Salesforce Service Cloud, JIRA, and Google Workspace

Why Join Coinbase?

• Work with some of the brightest minds in crypto
• Be part of redefining finance through onchain innovation
• Competitive salary + bonus + full benefits
• Inclusive, feedback-driven, high-performance culture