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Salary: PHP 1,591,400 - 1,591,400 / annual
Coinbase is seeking a Customer Support Supervisor to lead a team of support agents delivering seamless service to the global customer base across phone, messaging, and email channels. Based in Manila, Philippines, this role owns end-to-end team performance against key operational metrics including contacts handled, first contact resolution, and quality scores.
Key responsibilities include:
- Leading and coaching a team of customer support agents, using data from Maestro QA, Looker, and Salesforce to identify performance gaps and drive continuous improvement
- Owning team performance across SLAs, productivity, quality scores, and first contact resolution targets
- Partnering cross-functionally with Program, Quality, Training, and Workforce Management teams to streamline workflows and optimize scheduling adherence
- Driving operational initiatives that improve customer experience metrics and reduce friction across support channels
- Executing performance management processes including documentation, corrective action, and compliance follow-through
- Supporting 24/7 crypto operations with shift flexibility including weekends and non-standard hours
Required qualifications:
- 6+ years in customer support, financial services, or technology operations
- At least 3 years directly managing frontline teams in a metrics-driven environment
- Demonstrated success improving team KPIs (CSAT, FCR, AHT) with quantifiable results
- Proficiency with support operations tooling: Salesforce Service Cloud, workforce management platforms, QA tools, and BI dashboards (e.g., Looker)
- Availability to work shifts including weekends and non-standard hours for 24/7 operations
- Responsible use of generative AI with human oversight to drive measurable improvements in workflow efficiency, cost, and quality
Coinbase is a remote-first but not remote-only company with quarterly in-person working sessions called "surges." The company is uncompromising on its mission to increase economic freedom with a high-bar, intense environment.
