Associate Manager, Premium & Wealth
Lead a team delivering high-touch support to Coinbase's highest-value customers in a remote-first environment.
AI in the day-to-day
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs.
Requirements
- Experience
- 7+ years
- Education
- No formal education required
Benefits
Joblaze summary
The Associate Manager for Premium & Wealth at Coinbase oversees a team dedicated to providing high-touch support for the company's most valuable customers, ensuring operational excellence and service quality. This role requires extensive experience in financial services and a strong background in managing teams, particularly in environments focused on high-net-worth clients. Ideal candidates will have a deep understanding of financial markets and regulatory compliance, along with a proven ability to drive performance improvements. Coinbase emphasizes a collaborative culture, with opportunities for in-person engagement during quarterly sessions.
Joblaze insights
- Listed 5 days ago on Joblaze — tracked directly from Coinbase's career page.
- Coinbase has 163 other open roles including Strategic Program Lead, Supervisor, Customer Success Team, Staff Applied Data Scientist, Pricing.
- Salary band is below the typical range for Management roles (median ~$181,016).
Quick facts
- Is the Associate Manager, Premium & Wealth role remote?
- It's hybrid — Coinbase expects some on-site time in Hybrid - London, UK.
- What's the salary range?
- Coinbase lists £71,600–£71,600 for this role.
- How much experience is required?
- At least 7 years of relevant experience for this Associate Manager, Premium & Wealth role.
- Where is the role based?
- Coinbase is hiring for this position in Hybrid - London, UK.
- What seniority level is this role?
- Coinbase targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Associate Manager, Premium & Wealth role at Coinbase.
From the original posting
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.” learn more about working at Coinbase.
As an Associate Manager, Premium & Wealth CX, you'll lead the team responsible for delivering white-glove support to Coinbase's highest-value customers, including High Net Worth, Ultra High Net Worth, and VIP segments across our International markets. The Premium & Wealth pillar within Customer Experience is the dedicated home for relationship-led, high-touch service that keeps our most sophisticated customers confident and supported. You'll own day-to-day operations, people leadership, and service quality for your vertical, partnering closely with Compliance, Risk, and cross-functional teams to scale a support model that is fast, accurate, risk-aware, and trusted within a non-advisory framework.
What you'll do:
- Own operational performance for your vertical, including SLA attainment, CSAT, QA scores, backlog health, repeat contacts, and complaint rates, using data and trend analysis to drive measurable improvements
- Lead, coach, and develop a team of Specialists, setting clear expectations through regular 1:1s, performance reviews, and building a pipeline of future leaders
- Drive a high-touch support model centered on trusted 1:1 customer relationships, deep specialist knowledge, and end-to-end case ownership that minimizes handoffs for complex trading, account, and funding issues
- Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to ensure workflows, escalations, and coverage models meet regulatory expectations
- Execute real-time staffing, routing, and escalation decisions during market events, incidents, or volume spikes to protect customer outcomes across channels and time zones
- Build process improvements by converting customer feedback, defects, and root causes into SOP, tooling, and policy changes in partnership with Product, Analytics, QA, and Learning and Development
Required Skills and Experience:
- 7+ years in financial services, fintech, wealth management, premium banking, or trading operations, with direct experience servicing HNW, UHNW, or VIP customer segments
- 5+ years of people leadership in an operations or support environment, with a proven track record of managing senior specialists or team leads and improving performance across service quality, efficiency, and customer satisfaction
- Demonstrated familiarity with financial markets and trading products, including derivatives, and a clear understanding of the distinction between support and advice in a regulated environment
- Experience operating in a regulated financial services environment and partnering with Compliance, Legal, Risk, and Complaints functions, with the ability to navigate jurisdiction-specific servicing, escalation, and complaints-handling expectations.
- Holds, or is willing and able to obtain within a defined timeframe, an appropriate UK wealth or securities qualification recognized by the FCA (e.g., CISI Level 4 Investment Advice Diploma or equivalent)
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
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).
- 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.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.