Supervisor, Customer Success Team

Role: Supervisor, Customer Success Team

Location: United Kingdom · Remote (with occasional travel)

Salary: £52,920 – £58,800 GBP/year + Bonus + Equity + Benefits

About the Role

Coinbase is looking for a people-first leader to manage a team of high-performing support analysts. This team is responsible for the account management and customer experience of Coinbase’s high-value individual and institutional clients.

Key Responsibilities

• Lead, coach, and develop a team of customer support analysts
• Resolve customer escalations and represent their needs internally
• Drive improvements in service quality, task prioritization, and cross-team collaboration
• Analyze and address root causes of customer pain points
• Promote adoption of Coinbase features and services through proactive support
• Serve as the main point of contact for high-value customer account issues
• Travel occasionally to support training at onshore/offshore locations

Requirements

• 3+ years in enterprise customer service, account management, or advisory roles
• Strong leadership, coaching, and performance management skills
• Solid understanding of blockchain, staking, custody, and crypto basics
• Proficient in Google Suite (Docs, Slides, Sheets)
• Excellent communication and collaboration across functions
• Fluent in English; French or German language skills preferred
• Adaptable in fast-paced, high-growth environments

Nice to Haves

• Deep knowledge of Coinbase products or the crypto industry
• Experience hiring and managing international teams
• Advanced degree in business, finance, project management, or customer experience

Work Culture

• Intense, high-performance, feedback-driven environment
• Remote-first, but participation in offsites is required throughout the year
• Customer-obsessed culture committed to building trust and long-term relationships