Customer Success Team Supervisor

About the role

Coinbase is looking for a Supervisor to lead its Customer Success team supporting the Cyprus‑based, MiFID‑regulated entity. You will ensure that all customer communications meet the highest standards of quality and regulatory compliance.

Key responsibilities

• Lead a team of CX agents and QA analysts across phone, chat, and email, driving performance and compliance.
• Own and continuously improve the CX quality‑assurance framework, including scorecards, sampling methodology, and calibration sessions.
• Review recorded communications to verify 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 and coach agents.

Required profile

• 3+ years of experience in customer support or experience within a regulated financial‑services environment.
• 1–2+ years in a supervisory, team‑lead or QA role with direct coaching responsibilities.
• Working knowledge of MiFID II and CySEC conduct‑of‑business requirements for client communications.
• Based in Cyprus and able to support shift patterns aligned with CBFSE operating hours.

What we offer

• Annual base salary range €34,295 – €36,100 (visible).
• Potential equity, bonus eligibility and benefits including medical, dental and vision coverage.