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Urgent! Associate Manager, Complaints Job Opening In Singapore, Singapore – Now Hiring COINBASE SINGAPORE PTE. LTD.

Associate Manager, Complaints



Job description

What You’ll Be Doing (i.e., Job Duties)

  • Lead a team of analysts who provide high quality support to Coinbase customers
  • Responsible for gauging customer impact and guiding decisions with Product Managers, engineers, Legal, and other partners with customers in mind.

  • Provide leadership mentorship based on industry standard methodologies, thoughtful delegation and performance management.

  • Focus on team growth and enablement through mentorship, career development and employee engagement.

  • Collaborate with internal support teams across Legal, Tools, Quality and Training to help launch or improve product support workflows.

  • Utilize an in-depth understanding of metrics to drive data‑driven business decisions.

  • Continuously add value through effective project management, dedicated prioritization and efficient execution.

  • Coordinate with senior management and provide insights for process improvement.

  • Communicate effectively with your team to drive individual and group performance.

  • Champion change management with your team.

What We Look For In You (i.e. Job 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, including their functionality and customer support systems.

  • Experience at crypto exchanges or in financial services
  • Advanced degree in business, finance, customer experience and/or blockchain.

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Required Skill Profession

Management & Leadership



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