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Coinbase

Senior Manager - GCS International Programs

Reposted Yesterday
Remote
Hiring Remotely in Ireland
Senior level
Remote
Hiring Remotely in Ireland
Senior level
Manage and grow the International Consumer Support Programs team, optimizing global support models and launching services internationally while leading a team focused on customer satisfaction and efficiency.
The summary above was generated by AI

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.


The Coinbase Customer Experience (CX) organization plays a critical role in achieving our mission. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. More specifically, the Consumer Operations team is passionate about providing world class support and client services across our entire suite of products. 

We’re looking for a customer focused, globally minded leader to manage and grow our International Consumer Support Programs team. In this role, you’ll drive the strategy and execution behind a world-class support experience—one that scales globally but feels local to our customers.

You’ll lead a small, high-impact team focused on optimizing our global support model across both agent-handled interactions and self-service/automation across numerous partner teams. You’ll also own support readiness for international launches, ensuring we deliver quality and consistency in every country we serve.

This role is highly cross-functional and visible—you’ll regularly present to country directors, regional MDs, and regulators, making sure our support experience earns customer trust and exceeds competitor experiences.

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

  • Lead and develop a global team responsible for improving support programs and processes across regions.
  • Own support readiness for international launches, from planning through execution.
  • Partner with Product, Ops, Legal, and Regional teams to localize support models while maintaining global consistency.
  • Drive innovation across support channels (agent, automation, and self-service) to improve customer satisfaction and efficiency.
  • Identify and resolve gaps in customer experience by leveraging data, feedback, and competitive insights.
  • Regularly report on program performance to senior stakeholders and regulators.
  • Benchmark global support trends and competitor models to inform strategy.
  • Ensure support policies and processes meet regulatory expectations in each market.

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

  • Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space.
  • 6+ years of proven experience in financial services, technology and/or customer support leading large teams across multiple countries/ regions.
  • Subject matter expertise in customer support, payments (fiat or crypto), compliance, risk operations and/or client services.
  • Experience working with global outsourcing providers and senior leadership.
  • Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. •
  • Experience managing or mentoring a team.
  • Strong cross-functional leadership and communication skills.
  • Comfort presenting to executive audiences and external stakeholders.
  • A balance of strategic thinking and operational execution.
  • Passion for improving the customer experience and adapting it to local needs.
  • Travel requirements up to 25% to Coinbase offices and vendor locations (depending on business need).

Nice to haves:

  • Familiarity with regulatory engagement or reporting in a customer support context.
  • Fluency in another language or experience working in multicultural environments.
  • Advanced degree in business, finance, customer experience and/or crypto.
  • Deep understanding of Google apps, JIRA, Salesforce Service Cloud.

Job #: P69644

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase 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 Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program 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 contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information.   For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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 available here. 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 outlined here.  

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.  

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. 

The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact [email protected].

 


Top Skills

Google Apps
JIRA
Salesforce Service Cloud

Coinbase Charlotte, North Carolina, USA Office

Coinbase Charlotte Office

Charlotte, North Carolina, United States

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