Senior Site Leader - Consumer Support Operations-Charlotte, NC

📌 Role Overview

Title: Senior Site Leader – Consumer Support Operations

Location: Charlotte, NC (Onsite required)

Job Type: Full-time

Salary Range: $185,215 – $217,900 + bonus, equity, and full benefits

Posted: Actively hiring, minimal applicants so far

🚀 Mission Impact

This is a high-visibility leadership role reporting into Coinbase’s Customer Experience (CX) organization. You’ll oversee 100+ support agents and managers at the Charlotte site and play a critical role in scaling support operations globally—while ensuring world-class consumer experience in the crypto space.

🔧 Key Responsibilities

You will:

• Lead and scale CX operations for the Charlotte site, including hiring, coaching, and developing multi-level teams
• Build and monitor CX KPIs, dashboards, and feedback loops to ensure performance and quality
• Execute on a 3-year strategy for operational scale, automation, and consumer support transformation
• Own cross-functional stakeholder alignment across vendor management, WFM, QA, and training teams
• Leverage Lean Six Sigma / Kaizen methodologies to drive process improvement
• Lead site planning and team culture-building including social events and engagement efforts

✅ What Coinbase Is Looking For

Must-Have Experience:

• 10+ years in CX operations leadership, with at least 5 years in a hyper-growth or volatile environment
• Track record of managing large frontline teams across multiple support channels (chat, email, phone)
• Proven experience designing and executing CX improvement strategies
• Clear, concise executive-level communication skills
• Strong emotional intelligence, leadership presence, and ability to influence cross-functional teams
• Flexibility to work non-standard hours (including Asia-Pacific coverage) as needed

Preferred Qualifications (Nice-to-Haves):

• MBA or advanced degree
• Lean Six Sigma Green or Black Belt certification
• Experience in crypto, fintech, or financial services
• Experience launching or scaling support operations in global regions