Supervisor, Priority Support

💼 Job Title:

Supervisor, Priority Support

📍 Location:

Charlotte, North Carolina (In-office)

💰 Salary:

$96,305 USD per year + target bonus + equity + benefits

🔎 About the Role:

Lead a specialized team supporting Coinbase’s highest value customers across multiple communication channels. You’ll drive operational excellence, improve customer experience, handle escalations, and collaborate cross-functionally to enhance workflows and services.

✅ Key Responsibilities:

• Lead and develop a team of customer service agents supporting high-value individual and enterprise clients.
• Manage initiatives to streamline operations and improve customer satisfaction metrics (SLAs, productivity, quality).
• Collaborate with Program, Quality, and Training teams to optimize processes.
• Resolve complex customer escalations through coordination with subject matter experts.
• Advocate for customers and drive cross-team alignment on solutions.
• Anticipate customer needs and reduce friction to strengthen trust and adoption.
• Occasionally travel to support onshore/offshore teams.
• Serve as escalation point within the Customer Experience organization for dedicated consumer accounts.

👤 What Coinbase Looks for in You:

• Proven people leader with at least 3 years in enterprise customer/account management/advisory in fast-paced settings.
• Passion for Coinbase’s mission and delivering excellent service to high-value clients.
• Basic blockchain and crypto knowledge (staking, custody, rewards, infrastructure).
• Strong communication skills for cross-department collaboration.
• Experience with Google Suite and presentation prep.
• Flexible and adaptable in a fast-growing company.
• Background in Banking, Wealth Management, FinTech, Corporate Finance, or Crypto preferred.

🌟 Nice to Have:

• High proficiency in cryptocurrency and Coinbase products.
• Advanced degree in business, finance, project management, or client experience.

🕒 Work Environment:

Full-time, in-office role with possible weekend and night shifts to support 24/7 operations.