Supervisor, Customer Success Team
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Job Description
CX Supervisor leading compliance and quality assurance for financial services customer support at Coinbase. Engaging with teams to uphold regulatory standards across communication channels.
Responsibilities:
- Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance across all channels.
- Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics.
- Review recorded customer communications to verify adherence to MiFID and CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and prohibition of unauthorized investment advice.
- Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, and knowledge base content, and coach agents on QA outcomes.
- Manage customer and regulatory-sensitive escalations through root-cause analysis and remediation, and report CX quality and compliance KPIs to senior stakeholders with trend analysis and improvement recommendations.
Requirements:
- 3+ years of experience in customer support or customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment, including 1-2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities.
- Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear/fair/not misleading standards, disclosures, and complaints handling.
- Holds or is willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training within a defined timeframe.
- Demonstrated ability to analyze QA data, identify compliance trends, and translate findings into structured coaching and process improvements.
- Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours and regulatory needs.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Benefits:
- Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision)
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