Job
Description
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. As a Payments Risk Supervisor at Coinbase, you will ensure the integrity and security of our payment systems by managing fraud risk, handling escalated cases, and implementing improvements in operational workflows. You will provide timely coaching to team members based on their performance against quality & productivity 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 Coinbase's operational processes and workflows. To perform your duties successfully, you will utilize tools such as: 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 15 Payments Risk analysts Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills A chieve SLAs, productivity and quality metrics for your line of business/team members C ollaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes. M anage and support initiatives aimed at preventing chargebacks, customer appeals and balanced enforcement measures U tilize an in-depth understanding of Payments Risk metrics to drive data-backed business decisions E nsure compliance with fraud detection guidelines and conduct regular audits L everage data to identify product gaps and operational inefficiencies C ontinuously add value through effective project management, dedicated prioritization and efficient execution & nbsp; W hat we look for in you (i.e. job requirements): C ustomer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base 6 + years combating fraud in e-commerce or financial services B A/BS degree or equivalent practical experience M inimum of 3 years of people management experience in an operations environment S trong analytical skills and functional knowledge of common fraud patterns E xcellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions A bility to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity E xceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines D rives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment. W illing to work from an office at Hyderabad, India N ice to haves: E xperience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support. E xperience in project management, analytics or quality assurance. D egree in business, finance, customer experience and/or blockchain. U nderstanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud. P 66296 P ay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).P ay Range:: ₹2,454,000 INR - ₹2,454,000 INR P lease 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. C ommitment to Equal Opportunity C oinbase 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 notice h ere. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.& nbsp; C oinbase 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.& nbsp; For quick access to screen reading technology compatible with this site c lick here to download a free compatible screen reader ( free step by step tutorial can be found here). G lobal Data Privacy Notice for Job Candidates and Applicants D epending 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. B y 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. & nbsp; Show more Show less
