Head of Customer Experience Operations, APAC
Operations•Singapore, Singapore•Full Time
6 days ago
Job Descriptions
As the Head of Customer Experience Operations (APAC), you will be responsible for supporting our retail customers across Asia. The role will be based in Singapore and will entail building, growing and managing a high performing and diverse team. You’ll work closely across global CX leadership and country managers to achieve operational effectiveness and scale in a thoughtful manner.
What you'll be working on:
- Serve as a proactive thought leader across the wider Customer Experience organization, with a strong bias to action and the ability to contribute to overall organizational strategy and direction.
- With a people-first mindset, effectively hire, manage and develop a team of operations managers to support multiple markets within APAC; embrace cultural and regional nuances to accelerate Coinbase’s growth trajectory for international expansion.
- Successfully execute change management and develop regional policies to improve the overall employee experience, particularly as it relates to ushering the company to a remote-first mindset. Manage multiple lines of business (account operations, payments, policy enforcement, social media support, etc.) while collaborating with internal and external stakeholders,
- Collaborate with international Coinbase leadership and provide direct oversight and support for regulatory requirements across regional jurisdictions.
- Define and deliver on organizational-level OKR’s and service levels, enabling operational excellence across all aspects of the customer journey.
- Solve complex and potentially ambiguous scalability challenges in a dynamic and fast-paced crypto environment.
- Utilize an in-depth understanding of metrics, reporting, capacity planning and financials to make informed data-driven decisions.
- Drive all aspects of resourcing conversations, including recruitment, capacity planning and budget management.
- Facilitate projects related to support readiness, process improvements, cost savings and employee development.
- Develop continuous learning initiatives, particularly focused on cryptocurrency, finance and technology.
- Foster a highly engaged organization, setting up opportunities for career development and growth.
This role is for you if:
- Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
- Minimum of 10 years of relevant experience in financial services, technology and/or customer support.
- Minimum of 5 years of direct management experience, including leadership roles.
- Subject matter expertise in customer support, payments (fiat or crypto), compliance, risk operations and/or client services.
- Track record of scaling teams across multiple workflows and various channels of support, including voice, email, social and chat.
- 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.
- Travel requirements up to 15% to Coinbase offices and vendor locations (depending on business need).
Bonus Points for:
- Experience in project management, analytics and/or vendor management.
- Bi-lingual in English + one or more languages (Mandarin, Japanese, Korean).
- Advanced degree in business, finance, customer experience and/or crypto.
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
Benefits:
- Health, Dental, and Vision insurance covered at 100% for employees and 80% for dependents
- HSA plan with company seed
- Disability and Life Insurance
- 401(k) plan with company match
- $260 monthly Commuter Benefit
- Monthly Gym Benefit
- Volunteer Time Off
- Fertility Counseling and Benefits
- Learning and Development stipend
- 18 weeks paid Parental Leave
- Meals and Snacks provided onsite
- The option of getting paid in digital currency
- 7 year post termination option exercise window (for employees who stay 2 years or more) vs. the industry standard 90 days
Working with Coinbase
There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.
Industry
Blockchain
Website
https://www.coinbase.comHeadquarters
San Francisco, CA
Company Size
1,000+
Funding
$547.3M
Founded
20 June 2012
