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The Paper StoreAssistant Team Leader – Assistant Manager
Assistant Team Leader responsible for delivering world class service in retail. Achieving sales goals and maintaining operational compliance in a fun and fast - paced environment.
About the role
- Lead a team of analysts who provide high quality support to Coinbase customers
- Oversee daily operations including queue management, project oversight, and maintaining service levels
- Track and analyze team metrics to drive data-driven business decisions
- Ensure compliance with regulatory standards and contribute to complaints strategy globally
- Provide direct coaching, mentoring, performance management and career development for team members
- Monitor performance, attendance, and adherence to schedules
- Coordinate with Product Managers, engineers, Legal, and other partners to guide customer-focused decisions
- Collaborate with internal support teams across Legal, Tools, Quality and Training to launch or improve product support workflows
- Add value through effective project management, prioritization and efficient execution
- Communicate with senior management, champion change management, and provide insights for process improvement
Requirements
- Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
- Minimum of 5 years of meaningful experience in financial services, technology and/or customer support.
- Proven track record in managing results and metrics, particularly within a complaints-handling function or customer support.
- Experience scaling teams across multiple workflows and various channels of support, i.e. voice, email, social and chat.
- Excellent track record of leading deeply engaged and high performing teams.
- Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
- Travel requirements up to 15% to Coinbase offices and vendor locations, based on needs
- Strong enthusiasm and positive energy towards the future of cryptocurrency and Web3 technologies.
- Exceptional communication skills, both written and verbal, with the ability to simplify and convey complex topics to broad audiences.
- Understanding of Google apps, JIRA, Salesforce Service Cloud.
- Nice to haves: Familiarity with the Coinbase suite of products; Experience at crypto exchanges or in financial services; Advanced degree in business, finance, customer experience and/or blockchain.
Benefits
- target bonus
- target equity
- benefits (including medical, dental, and vision)
- Attendance for team and company-wide offsites supported
- Reasonable accommodations for individuals with disabilities
Job title
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Experience level
Salary
Degree requirement
No Education Requirement
Tech skills
Location requirements
TS
The Paper StoreDepartment Manager
Department Manager responsible for delivering world - class service and achieving sales goals at The Paper Store. Leading and inspiring teams in a fast - paced retail environment.
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