About the job

We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 73 million accounts in more than 100 countries.

Our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web 3.0 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there.
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

Non-fungible tokens, or NFTs, are emerging as an expressive medium for individuals, creators and brands. Coinbase’s NFT platform will introduce a simple way to connect and engage with this ever growing community, as well as new customer segments.

This role is for a Director who will lead global NFT Support Operations and will be responsible for delivering a world class experience for customers at scale.

Read more about our values and culture here.

What You’ll Be Doing (ie. Job Duties)

• Provide thought leadership to strengthen Coinbase’s muscle in supporting the broader crypto ecosystem by building and leading a world class customer support organization for the NFT Marketplace.
• Ensure that there is top talent in every seat by effectively hiring, managing and developing a world class, global team.
• Define and deliver on organizational-level OKR’s, operational success metrics and shared KPI’s with internal stakeholders and partnering teams.
• Provide world class customer support across a growing customer base, enabling adoption and engagement through robust scaling strategies.
• Partner with business process outsourcing providers to scale the workforce against volatile market demand.
• Leverage existing CX infrastructure and partner with teams across functions including analytics, channel strategy, content, quality, technology, training and voice of the customer.
• Apply an in-depth understanding of metrics and reporting, including the introduction of new data points and methods for measuring customer satisfaction and sentiment.
• Build excitement for all things NFTs through positive energy and a strong propensity to keep learning and developing within the ever evolving space.

What We Look For In You (ie. Job Requirements)

• 10+ years of experience in financial services, technology and/or customer support
• 5+ years of people management experience
• 2+ years in blockchain operations, crypto, NFTs (can be augmented with deep experience based on passion for the industry and technology)
• Strong decision-making skills and eye for detail
• Ability to leverage data to guide decisions and influence creators
• Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization
• Travel requirements up to 10% to Coinbase offices to visit teams and partnering BPO sites

Nice To Haves

• In-depth experience across the NFT landscape
• Advanced experience in project management, analytics and/or quality assurance
• Advanced degree in business, finance, customer experience and/or blockchain
• Advanced understanding, JIRA, Salesforce Service Cloud

Notice for Colorado applicants as required by sb19-085 (8-5-20). Target annual salary for this role performed in Colorado, is $212,500 + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

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Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, participate in any in-person gathering (including offsites) or engage in business travel sponsored by Coinbase, you will be required to be fully vaccinated (as defined by applicable law). If you receive an offer, you will receive additional information about the grounds and process for an exemption.

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations[at]coinbase.com and let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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