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:

• Lead a team of high performing customer service supervisors across multiple processes or channels (Eg phone, messaging, email)
• Manage and support initiatives aimed at improving operations through the automate, eliminate, and optimize framework.
• Act as a trusted point of contact for escalations and high priority issues related to your scope.
• Achieve SLAs, productivity and quality metrics for your line of business/team members.
• Collaborate cross-functionally with Program, Quality, Training and Product teams to improve existing workflows and processes.
• Utilize an in-depth understanding of metrics to drive data-backed business decisions.
• Communicate policies and follow up to ensure compliance and consistency.
• Taking corrective action as necessary and documenting the issue and actions taken.
• Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
• Potentially manage Customer Support Supervisors as business needs necessitate.
• Participate in the interview and selection process for new customer support agents.