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Salary: EUR 34,295 - 36,100 / annual
Coinbase is seeking a Supervisor for its Customer Success team supporting Coinbase Financial Services Europe Ltd (CBFSE), the company's MiFID-regulated entity in Cyprus. In this role, you will lead a team of customer experience agents and QA analysts responsible for delivering compliant support across phone, chat, and email channels while maintaining the highest standards of regulatory adherence.
You will own the CX quality assurance framework for Cyprus, including developing scorecards, sampling methodologies, and calibration sessions to drive continuous improvement in quality and compliance metrics. A core responsibility is reviewing recorded customer communications to verify strict adherence to MiFID and CySEC conduct-of-business standards, including proper risk warnings, disclosure requirements, and prohibition of unauthorized investment advice.
You will partner closely with Compliance, Legal, AML, Operations, and Training teams to translate complex regulatory requirements into actionable CX processes, scripts, and knowledge base content. You'll coach agents on QA outcomes and manage customer and regulatory-sensitive escalations through root-cause analysis and remediation. Regular reporting of CX quality and compliance KPIs to senior stakeholders with trend analysis and improvement recommendations is expected.
Required qualifications include 3+ years in customer support or customer experience within financial services, brokerage, trading, payments, or similarly regulated environments, with 1-2+ years in a team lead, supervisor, or QA role involving direct coaching responsibilities. You must have working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications. You should hold or be willing to obtain relevant CySEC certification (Basic or Advanced Examination) and MiFID/AML training within a defined timeframe. Strong analytical skills to identify compliance trends and translate findings into structured coaching and process improvements are essential. You must be based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours. The role values responsible use of generative AI while maintaining human oversight to deliver business-ready outputs.
