Team Manager, CX Operations Job Vacancy in Coinbase Hyderabad, Telangana – Updated today

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Full Details :
Company Name : Coinbase
Location : Hyderabad, Telangana
Position :

Job Description : We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 89 million accounts in more than 100 countries.

Our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web 3.0 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

You’ve got positive energy. You’re optimistic about the future and determined to get there.
You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
You appreciate direct communication. You’re both an active communicator and an eager listener – because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.
As a Team Manager, Customer Experience Operations, you’ll be fully responsible for leading a team of experienced customer support professionals to provide a world class experience for Coinbase customers across any CX verticals. You will be responsible for the delivery and execution of customer support, which entails building, growing and managing a high performing and diverse team. You will work with other leaders, internal stakeholders to achieve a seamless customer experience and scale in a thoughtful, effective way.

What You’ll Be Doing (i.e., Job Duties)

Develop and lead a team of 15 high performing customer support agents across a variety of channels (email, chat & phone).Responsible for the overall performance and the quality of the customer service provided.
Additional responsibilities will include interviewing, driving agent schedule adherence, helping agents to resolve customer queries
Coordinate with frontline agents, Leadership team and provide insights for process improvement.
Communicate effectively with your team to drive individual and group performance.
Provide leadership mentorship based on industry best methodologies and performance management.
Focus on team growth and enablement through mentorship, career development and employee engagement.
Communicate policies to customer service agents and become the primary information source for the team, following up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.
Continuously add value through effective project management, dedicated prioritization and efficient execution.

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.
6+ years of relevant experience in financial services, technology and/or customer support, with experience in delivering value differentiated support strategies a benefit
3+ years of people management experience.
Experience building support strategies and scaling teams across multiple workflows and various channels of support, including voice, email, social and chat.
Positive energy on the future of crypto and Web3
Excellent communication skills (written and verbal), ability to simplify complex topics for broad audiences
Ability to thrive in ambiguous environments
Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the “standard” work day

Nice to haves:

Experience in project management, analytics and/or vendor management.
Advanced degree in business, finance or CX.
Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
Proficiency in another language (non-English)

ID: G2229
Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, participate in any in-person gathering (including offsites) or engage in business travel sponsored by Coinbase, you will be required to be fully vaccinated (as defined by applicable law). If you receive an offer, you will receive additional information about the grounds and process for an exemption.
Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and 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 Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law 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 send an e-mail to accommodations[at]coinbase.com and 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).

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