Supervisor, Customer Success Team (Remote-Cyprus)

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. TL;DR The Customer Success team supports Coinbase Financial Services Europe Ltd (CBFSE), our MiFID-regulated entity in Cyprus, by delivering high-quality, compliant support across phone, chat and email. As a CX Supervisor, you will lead a team focused on monitoring and improving the quality and regulatory compliance of all customer communications, acting as a key line of defence to ensure interactions are clear, fair, not misleading, and fully aligned with CySEC / MiFID requirements. Ownership impact In this role, you will: Lead a team of CX agents and/or QA analysts supporting CBFSE customers across multiple channels (phone, chat, email), driving performance and ensuring consistent delivery of high-quality, compliant customer interactions. Own the CX quality assurance framework for Cyprus — including scorecards, sampling methodology, and calibration processes — and drive continuous improvement in quality and compliance metrics. Review recorded communications (calls, chats, emails) to ensure interactions are accurate, professional, and adhere to MiFID / CySEC standards (e.g., clear, fair, not misleading; appropriate risk warnings; no unauthorised investment advice). Provide structured, actionable feedback and coaching to CX agents based on QA outcomes; partner with Training to address recurring gaps. Partner with Compliance, Legal, AML, and Operations to translate regulatory requirements into practical CX processes, scripts, and knowledge base content. Ensure communication record-keeping and evidence (QA logs, samples, remediation tracking) meet internal policy and regulatory expectations. Handle customer and regulatory-sensitive escalations, performing root-cause analysis and driving remediation to prevent recurrence. Track and report CX quality and compliance KPIs for Cyprus, highlighting key trends, risks, and proposed improvements to senior stakeholders. Minimum qualifications 3+ years of experience in customer support / customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment. 1–2+ years of experience in a team lead, supervisor, or QA role, including coaching front-line staff and running structured quality reviews. Strong working knowledge of MiFID II / CySEC conduct-of-business requirements related to client communications (e.g., clear, fair, not misleading; disclosures; complaints handling). Holds (or is willing to obtain within a defined timeframe) relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training as required for the role. Excellent written and verbal communication skills in English; ability to give clear, direct feedback and influen ... (truncated, view full listing at source)