Supervisor, Customer Success Team
Lead a team ensuring compliance and quality in customer communications for Coinbase's financial services in Cyprus.
AI in the day-to-day
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs.
Requirements
- Experience
- 3+ years
Benefits
Joblaze summary
In the role of Supervisor for the Customer Success Team at Coinbase, the individual will oversee a team dedicated to ensuring high-quality, compliant customer interactions across various communication channels. Key skills include a solid understanding of MiFID II and CySEC regulations, along with experience in customer support within regulated financial environments. This position is ideal for someone with a background in team leadership and quality assurance, particularly in financial services. Coinbase emphasizes a high-performance culture, pushing employees to excel while fostering collaboration through quarterly in-person sessions.
Joblaze insights
- Listed 2 days ago on Joblaze — tracked directly from Coinbase's career page.
- Coinbase has 163 other open roles including Staff Applied Data Scientist, Pricing, Strategic Program Lead, Social Support Specialist III.
- Salary band is below the typical range for Management roles (median ~$181,016).
Quick facts
- Is the Supervisor, Customer Success Team role remote?
- It's hybrid — Coinbase expects some on-site time in Remote - Cyprus.
- What's the salary range?
- Coinbase lists €34,295–€36,100 for this role.
- How much experience is required?
- At least 3 years of relevant experience for this Supervisor, Customer Success Team role.
- Where is the role based?
- Coinbase is hiring for this position in Remote - Cyprus.
- What seniority level is this role?
- Coinbase targets lead candidates for this position.
- Is this full-time or contract?
- Full-time for this Supervisor, Customer Success Team 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.
The Customer Success team within Customer Experience supports Coinbase Financial Services Europe Ltd (CBFSE), our MiFID-regulated entity in Cyprus, delivering compliant support across phone, chat, and email. As a CX Supervisor, you'll lead a team responsible for monitoring and improving the quality and regulatory compliance of all customer communications, ensuring interactions are clear, fair, and fully aligned with CySEC and MiFID requirements.
What you'll do:
- Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance across all channels.
- Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics.
- Review recorded customer communications to verify adherence to MiFID and CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and prohibition of unauthorized investment advice.
- Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, and knowledge base content, and coach agents on QA outcomes.
- Manage customer and regulatory-sensitive escalations through root-cause analysis and remediation, and report CX quality and compliance KPIs to senior stakeholders with trend analysis and improvement recommendations.
Required Skills and Experience:
- 3+ years of experience in customer support or customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment, including 1-2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities.
- Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear/fair/not misleading standards, disclosures, and complaints handling.
- Holds or is willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training within a defined timeframe.
- Demonstrated ability to analyze QA data, identify compliance trends, and translate findings into structured coaching and process improvements.
- Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours and regulatory needs.
- 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.