Supervisor, Customer Success Team

About the role

Coinbase is looking for a Supervisor to lead its Customer Success team supporting the Cyprus‑based, MiFID‑regulated entity. The role combines performance management, regulatory compliance, and quality assurance across phone, chat, and email channels. While the company is remote‑first, you will join quarterly in‑person “surges” to collaborate with the broader team.

Key responsibilities

• Lead a team of CX agents and QA analysts, driving performance and regulatory compliance across all communication channels.
• Own the CX quality‑assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions.
• Review recorded customer communications to ensure adherence to MiFID II and CySEC conduct‑of‑business standards.
• Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, and knowledge‑base content.
• Manage customer and regulatory‑sensitive escalations, conduct root‑cause analysis, and report quality and compliance KPIs to senior stakeholders.

Required profile

• 3+ years of experience in customer support or experience within financial services, brokerage, trading, payments, or a similarly regulated environment.
• 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, including risk warnings, disclosures, and prohibition of unauthorized investment advice.
• Willingness to obtain relevant CySEC certification and complete MiFID/AML training within a defined timeframe.
• Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours.

What we offer

• Annual base salary ranging from €34,295 to €36,100.
• Eligibility for equity, bonus, and comprehensive medical, dental, and vision benefits.