Remote opportunity at
CoinbaseSupervisor, Customer Success Team
Coinbase operates as a remote-first organization focused on increasing economic freedom and building financial infrastructure. The company employs a working model that requires periodic in-person collaboration…
Career Tools
About This Role
Coinbase operates as a remote-first organization focused on increasing economic freedom and building financial infrastructure. The company employs a working model that requires periodic in-person collaboration sessions called surges. Within the customer experience division, the team supports Coinbase Financial Services Europe Ltd, which is a regulated entity based in Cyprus. The supervisor position directs customer support operations for the Cyprus entity across telephone, chat, and electronic mail channels. This professional…
Job Description
Coinbase operates as a remote-first organization focused on increasing economic freedom and building financial infrastructure. The company employs a working model that requires periodic in-person collaboration sessions called surges. Within the customer experience division, the team supports Coinbase Financial Services Europe Ltd, which is a regulated entity based in Cyprus.
The supervisor position directs customer support operations for the Cyprus entity across telephone, chat, and electronic mail channels. This professional oversees quality assurance frameworks, monitors adherence to regulatory standards, manages complex escalations, and collaborates with legal and compliance departments. The role suits individuals with a background in regulated financial sectors who can guide personnel, analyze performance metrics, and maintain strict adherence to conduct-of-business standards.
Team leaders coordinate with various internal departments to transform regulatory obligations into practical support workflows and coaching materials. Individuals in this role report key performance indicators and compliance trends to senior management while ensuring all customer interactions remain accurate, fair, and fully compliant with applicable financial regulations.
Responsibilities
- Manage a team of customer experience agents and quality assurance analysts handling communications across telephone, chat, and email channels
- Direct the Cyprus quality assurance framework by establishing scorecards, sampling methodologies, and calibration sessions
- Inspect recorded customer communications to confirm adherence to regulatory conduct standards and risk disclosure requirements
- Collaborate with compliance, legal, anti-money laundering, operations, and training units to convert regulations into operational procedures and content
- Handle sensitive customer and regulatory escalations by conducting root-cause analysis and implementing remedies
- Deliver performance and compliance metric reports with trend analysis and recommendations to senior stakeholders
Requirements
- Accumulate at least three years of experience in customer support or experience within regulated environments such as financial services, brokerage, trading, or payments
- Complete one to two years of experience functioning in a team lead, supervisor, or quality assurance role that involved direct coaching duties
- Possess working knowledge of MiFID II and CySEC conduct-of-business rules regarding client communications, fair standards, disclosures, and dispute handling
- Reside in Cyprus and remain available to support shift patterns that match operational hours and regulatory needs
- Apply generative AI tools responsibly with human oversight to boost workflow efficiency, cost-effectiveness, and quality
Qualifications
- Hold or show willingness to obtain a relevant CySEC certification, such as the Basic or Advanced Examination, along with MiFID and anti-money laundering training within a specified period
Core Skills
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Equity eligibility
- Bonus eligibility
Frequently Asked Questions
What is the employment type and location for this job?
The posting specifies that the role is remote, though the candidate must be based in Cyprus to support operational and regulatory hours.
What is the salary range for this position?
The annual base salary ranges from €34,295 to €36,100 EUR, excluding equity, bonuses, and benefits.
What certifications are required for this role?
Applicants must hold or be willing to obtain a relevant CySEC certification, such as the Basic or Advanced Examination, alongside MiFID and anti-money laundering training within a defined timeframe.
Are there application limits for candidates?
Yes, candidates are limited to submitting a maximum of three applications within a six-month period.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.