客户成功团队主管
Supervisor, Customer Success Team
准备开展职业生涯中最有影响力的工作吗？在 Coinbase，我们对增加经济自由的使命毫不妥协。标准很高，环境紧张，我们喜欢这样。这里不是安于现状的地方，而是让你突破自我认知极限的地方。如果你准备好与那些不愿满足于“足够好”的人一起打造金融的未来，你就在正确的地方。Coinbase 是以远程优先的公司，但并非完全远程。你将每季度参加一次高强度的线下工作会，称为“冲刺”（surges）。了解更多关于在 Coinbase 工作的信息。
客户成功团队隶属于客户体验部门，支持 Coinbase Financial Services Europe Ltd（CBFSE），我们在塞浦路斯的 MiFID 监管实体，通过电话、聊天和电子邮件提供合规支持。作为 CX 主管，你将领导一个团队，负责监控和提升所有客户沟通的质量和监管合规性，确保互动清晰、公平，并完全符合 CySEC 和 MiFID 的要求。
你将负责：
- 领导一支由 CX 代理和 QA 分析师组成的团队，为 CBFSE 客户提供电话、聊天和电子邮件支持，推动所有渠道的绩效和监管合规性。
- 负责塞浦路斯的 CX 质量保证框架，包括评分卡、抽样方法和校准会议，并推动质量与合规指标的持续改进。
- 审查录音的客户沟通，验证是否符合 MiFID 和 CySEC 的业务行为标准，包括风险提示、披露要求以及禁止未经授权的投资建议。
- 与合规、法律、反洗钱、运营和培训部门合作，将监管要求转化为可操作的 CX 流程、脚本和知识库内容，并对代理进行 QA 结果的指导。
- 通过根本原因分析和补救措施处理客户和监管敏感的升级问题，并向高级利益相关者报告 CX 质量和合规 KPI，包括趋势分析和改进建议。
所需技能和经验：
- 在金融服务、经纪、交易、支付或类似受监管环境中，有 3 年以上客户支持或客户体验经验，包括 1-2 年以上的团队领导、主管或 QA 角色，并有直接指导责任。
- 熟悉 MiFID II 和 CySEC 对客户沟通的业务行为要求，包括清晰、公平、不具有误导性的标准。
查看英文原文
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
The Customer Success team within Customer Experience supports Coinbase Financial Services Europe Ltd (CBFSE), our MiFID-regulated entity in Cyprus, delivering compliant support across phone, chat, and email. As a CX Supervisor, you'll lead a team responsible for monitoring and improving the quality and regulatory compliance of all customer communications, ensuring interactions are clear, fair, and fully aligned with CySEC and MiFID requirements.
What you'll do:
- Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance across all channels.
- Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics.
- Review recorded customer communications to verify adherence to MiFID and CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and prohibition of unauthorized investment advice.
- Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, and knowledge base content, and coach agents on QA outcomes.
- Manage customer and regulatory-sensitive escalations through root-cause analysis and remediation, and report CX quality and compliance KPIs to senior stakeholders with trend analysis and improvement recommendations.
Required Skills and Experience:
- 3+ years of experience in customer support or customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment, including 1-2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities.
- Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear/fair/not misleading standards, disclosures, and complaints handling.
- Holds or is willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training within a defined timeframe.
- Demonstrated ability to analyze QA data, identify compliance trends, and translate findings into structured coaching and process improvements.
- Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours and regulatory needs.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
Annual base salary range (excluding equity and bonus):
€34.295—€36.100 EUR
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.