Associate Manager, Customer Support

coinbase•Hyderabad, India•greenhouse
Posted Date:

October 7, 2025

Employment Type:

Not specified

Work Arrangement:

On-site/Hybrid

Skills & Technologies

Customer Experiencepreferred

Contact Information

Job Description

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

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.

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.

Please note that this role is expected to report onsite in our India Centre of Excellence office in Hyderabad, India.

What you’ll be doing (ie. 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


What we look for in you (ie. job requirements):

    • This role requires full-time, in-office presence at our Hyderabad location.
    • Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
    • Minimum of 8 years of relevant experience in financial services, technology and/or customer support.
    • Minimum of 5 years of people management experience in an operations environment.
  • Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solution