Customer Support Supervisor

As a Customer Support Supervisor on the Customer Experience team, you'll lead a team of support agents delivering seamless service to Coinbase's global customer base across phone, messaging, and email channels. You'll own your team's performance against key operational metrics, including contacts handled, first contact resolution, and quality scores, while partnering with Workforce Management, Quality, and Training to continuously raise the bar. This role is based in Manila, Philippines and requires shift flexibility for 24/7 coverage.

What you'll do:

Own end-to-end team performance across SLAs, productivity, quality scores, and first contact resolution targets for your line of business

Lead coaching and development for a team of customer support agents, using data from Maestro QA, Looker, and Salesforce to identify gaps and drive improvement

Partner cross-functionally with Program, Quality, Training, and Workforce Management teams to streamline workflows and optimize scheduling adherence

Drive operational initiatives that improve customer experience metrics and reduce friction across support channels

Execute performance management processes including documentation, corrective action, and compliance follow-through

Required Skills and Experience:

6+ years in customer support, financial services, or technology operations with at least 3 years directly managing frontline teams in a metrics-driven environment

Demonstrated success improving team KPIs (e.g., CSAT, FCR, AHT) with specific, quantifiable results in a prior role

Proficiency with support operations tooling such as Salesforce Service Cloud, workforce management platforms, QA tools, and BI dashboards (e.g., Looker)

Availability to work shifts including weekends and non-standard hours to support 24/7 crypto operations from the Manila, Philippines office

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).

Annual base salary range (excluding equity and bonus):

₱1,591,400—₱1,591,400 PHP