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Customer Success Team Associate Manager

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At Coinbase, our mission is toincrease economic freedom around the world (https://blog.coinbase.com/our-mission-strategy-and-culture-18a92a3bb0fa) , and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in aculture (https://blog.coinbase.com/culture-at-coinbase-f0e1c2a99aff) like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to ourmission-focused approach (https://blog.coinbase.com/coinbase-is-a-mission-focused-company-af882df8804) to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there.

• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.

• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.

• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.

• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.

• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

As a Customer Success Associate Manager, you will lead a specialised team of customer focussed support analysts who own high value customer relationships that are essential to Coinbase achieving its mission. Using your customer support, operations, and team leadership skills you will play a crucial role ensuring we deliver an outstanding high value customer experience globally.

What you’ll be doing (ie. job duties):

• Supervise (coach, develop, performance manage) a team of analysts who own the account and relationship management of high value customers.

• Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.

• Handle customer escalations to resolution, including collaborating across teams of subject matter specialists.

• Model an investigative mentality to help address critical customer issues at the root cause.

• Represent and advocate for the customer across organizations to drive impactful changes.

• Champion clear communication with internal and external partners to align on solutions and drive results.

• Serve as an escalation point for the Customer Experience organization for dedicated Consumer customer accounts.

• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.

• Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products.

• Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

What we look for in you (ie. job requirements):

• Passionate and skilled people leader.

• Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.

• Minimum of 3 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment.

• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.

• Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.

• Fantastic communication skills in order to operate across multiple departments and stakeholders.

• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.

• Working proficiency in English and preferred multi-lingual in German, Spanish, or French, including ability to conduct business in both languages.

Nice to haves:

• High level of proficiency in cryptocurrency and Coinbase products

• Advanced degree in business, finance, project management or client experience

• Experience hiring and managing international employees

Job ID: P56517

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights noticehere (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) . Additionally, Coinbase participates in theE-Verify program (https://static-assets.coinbase.com/e-verify.pdf) in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please complete this intake form (https://docs.google.com/forms/d/1aJ6-BSPwE5X5Dq7fJ9JixWF0_dRiNfrpMnn1NkvdRiA/edit?ts=62901076) to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this siteclick here to download (https://chrome.google.com/webstore/detail/chromevox/kgejglhpjiefppelpmljglcjbhoiplfn) a free compatible screen reader(free step by step tutorial can be found here) (http://www.chromevox.com/tutorial/) .

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is availablehere (https://www.coinbase.com/legal/applicant_privacy_notice) .By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlinedhere. (https://www.coinbase.com/legal/application-arbitration-agreement)