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Coinbase India Services
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Customer Support Supervisor

Customer Support Supervisor

Coinbase India Services

6 - 11 years

8 - 13 Lacs

hyderabad

Posted:10 hours ago| Platform:

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Skills Required

manager quality assurance performance management project management social media customer support scheduling customer service technical support analytics financial services

Work Mode

Work from Office

Job Type

Full Time

Job Description

As a Social Support Supervisor, your primary role will be to manage a team of social support agents. You will be responsible for your teams performance as measured by key operational metrics: contacts handled, first contact resolution rates, quality scores, and other KPIs. You will provide timely coaching to team members based on their performance against these metrics. Additionally, you will work closely with Workforce Management to ensure scheduling optimization and adherence. This includes conducting in-depth analyses of any performance gaps among team members. You will become a subject matter expert in Coinbases operational processes and workflows.

To perform your duties successfully, you will utilize tools such as: Sprinklr, Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

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

Lead a team of high performing customer service agents across social media platforms - X [formerly Twitter], Instagram, Facebook, Linkedin, Reddit, Google Appstore
Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
Achieve SLAs, productivity and quality metrics for your line of business/team members.
Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
Utilize an in-depth understanding of metrics to drive data-backed business decisions.
Continuously add value through effective project management, dedicated prioritization and efficient execution.
Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

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

Customer obsessed, motivated by Coinbase s mission and crafting a seamless support experience for our global customer base.
Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
Minimum of 3 years of people management experience in an operations environment.
Minimum of 2 years of experience in social media support, managing teams that handled customer queries across platforms such as X (formerly Twitter), Instagram, Facebook, LinkedIn, Reddit, and Google Play Store.
Proficient in navigating and utilizing Sprinklr tools and features effectively.
Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions.
Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity.
Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.
Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
Crypto is a 24/ 7/ 365 business so availability to work shifts on weekends, and outside of the "standard" work day.
Excellent communication skills (written, verbal, and in presentation format), ability to simplify complex topics for broad audiences.
Willing to work from an office at Hyderabad, India

Nice to haves:

Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
Experience in project management, analytics or quality assurance.
Degree in business, finance, customer experience and/or blockchain.
Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud.

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Customer Support Supervisor