The vacancy is well-structured with clear expectations and a solid company profile, though some details could be improved.
Check Match — Just drop your CV
See your fit for Customer Support Supervisor in seconds.
Overview
Join Coinbase as a Customer Support Supervisor in Manila, leading a team to enhance customer experience across various channels. Drive performance metrics and operational initiatives in a dynamic environment. 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.”
What you'll do
- •Own end-to-end team performance across SLAs, productivity, quality scores, and first contact resolution targets for your line of business
- •Lead coaching and development for a team of customer support agents, using data from Maestro QA, Looker, and Salesforce to identify gaps and drive improvement
- •Partner cross-functionally with Program, Quality, Training, and Workforce Management teams to streamline workflows and optimize scheduling adherence
- •Drive operational initiatives that improve customer experience metrics and reduce friction across support channels
- •Execute performance management processes including documentation, corrective action, and compliance follow-through
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): ₱1,591,400—₱1,591,400 PHP
- •*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.*
Required Skills and Experience
- •6+ years in customer support, financial services, or technology operations with at least 3 years directly managing frontline teams in a metrics-driven environment
- •Demonstrated success improving team KPIs (e.g., CSAT, FCR, AHT) with specific, quantifiable results in a prior role
- •Proficiency with support operations tooling such as Salesforce Service Cloud, workforce management platforms, QA tools, and BI dashboards (e.g., Looker)
- •Availability to work shifts including weekends and non-standard hours to support 24/7 crypto operations from the Manila, Philippines office
- •Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.