Associate Manager, Customer Support

Job Description :

• As an Associate Manager, your primary role will be to manage a team of Customer Support Supervisors.
• You will be responsible for your team's performance as measured by key operational metrics, including contacts handled, first contact resolution rates, customer satisfaction and quality scores.
• You will coach team managers in a timely manner based on their performance against these metrics. Additionally, you will work closely with senior leadership to own optimization initiatives and contribute to roadmap efforts.
• This may include participating in interviews, continuous improvements and summits. You will become a subject matter expert on Coinbases operational processes and workflows, collaborating across customer experience teams as needed.
• To perform these duties successfully, you will utilize tools such as : Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies.
• Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

Job Duties :

Skills Required

cryptocurrency , Kyc, Salesforce, Customer Support