Associate Manager, Customer Support job opportunity at Coinbase Inc..

Graduate Certificate

Hyderabad, Chennai, India

Hyderabad, Che..........India

summarize with Ai

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 Coinbase's operational processes and workflows, collaborating across customer experience teams as needed. __ Lead a team of high-performing customer service supervisors across multiple processes or channels (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 __ 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 workflows and processes __ Utilize metrics and #data #analysis to drive business decisions __ Communicate policies and ensure #compliance, taking corrective action as necessary __ Provide leadership and mentorship in performance management, learning & development, and leadership skills __ Participate in interviews and selection of new customer support agents __ Potentially manage Customer Support Supervisors as business needs evolve