Back To All Jobs Senior Workforce Management Analyst, Customer Support Operations Portland, OR Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are looking to double our headcount in 2018. If you have a positive, proactive, startup mentality, and are interested in joining a highly disruptive business on the forefront of the burgeoning cryptocurrency industry, I'd encourage you to apply today. You are a senior analyst with experience managing workforce management in a multi-vendor, operations environment. You are data driven, analytical, and laser focused on optimizing business performance. You are both qualitative and quantitative with the ability to partner across both internal and external stakeholders. People describe you as process driven, organized and thoughtful. Responsibility Forecast, schedule, and optimize FTE and contact center staffing across multiple channels including voice, e-mail, chat, and social. Collaborate with the customer support management team to develop WFM strategies and identify areas for improvement, automation and cost savings. Work closely with multiple vendor partners to meet internal Key Performance Indicators (KPI) and contractual Service Level Agreements (SLA) as defined by business partners. Partner with operations, finance, procurement and vendor teams to manage budgets, forecasts and resource allocation. Build robust capacity plans and staffing models for existing lines of business and new product launches. Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization and shrinkage. Requirements BA/BS degree or local equivalent; advanced degree a plus. 3+ Years of experience in workforce management for large scale contact center operations. 3+ Years of experience in reporting or business analyst functions. 2+ Years of experience in financial services and/or supporting consumer products. Strong analytical skills for both operational and financial metrics Excellent written and verbal communication skills Passionate about Coinbase and the future of digital currency Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Oct 26, 2018
Back To All Jobs Senior Workforce Management Analyst, Customer Support Operations Portland, OR Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are looking to double our headcount in 2018. If you have a positive, proactive, startup mentality, and are interested in joining a highly disruptive business on the forefront of the burgeoning cryptocurrency industry, I'd encourage you to apply today. You are a senior analyst with experience managing workforce management in a multi-vendor, operations environment. You are data driven, analytical, and laser focused on optimizing business performance. You are both qualitative and quantitative with the ability to partner across both internal and external stakeholders. People describe you as process driven, organized and thoughtful. Responsibility Forecast, schedule, and optimize FTE and contact center staffing across multiple channels including voice, e-mail, chat, and social. Collaborate with the customer support management team to develop WFM strategies and identify areas for improvement, automation and cost savings. Work closely with multiple vendor partners to meet internal Key Performance Indicators (KPI) and contractual Service Level Agreements (SLA) as defined by business partners. Partner with operations, finance, procurement and vendor teams to manage budgets, forecasts and resource allocation. Build robust capacity plans and staffing models for existing lines of business and new product launches. Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization and shrinkage. Requirements BA/BS degree or local equivalent; advanced degree a plus. 3+ Years of experience in workforce management for large scale contact center operations. 3+ Years of experience in reporting or business analyst functions. 2+ Years of experience in financial services and/or supporting consumer products. Strong analytical skills for both operational and financial metrics Excellent written and verbal communication skills Passionate about Coinbase and the future of digital currency Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Back To All Jobs Training Lead, Project Manager Portland, OR At Coinbase, continuous learning and efficient execution are two of our core values. As a Training Lead for Coinbase Support, you'll put these two values in deep practice by building our training program structure for our global support team. From new hire training, new launches, and change management - you'll work cross-functionality to setup effective, timely, and high-quality training structures across our operations. Responsibilities: Develop strong domain understanding across various Coinbase products, Support procedures, and crypto asset. Create and maintain standards for our training program to establish consistent learning structures globally, while also ensuring the instructional content is targeted to the learner, policy, and customer base. Create and maintain a robust a high-quality training governance across both FTE and vendor teams, inclusive of: New hire training, regular up-leveling, and targeted coaching. Strategy for training across different Support channels (phone, email, social), tools, products, and policies. Train-the-trainer, trainer certifications, job aids for instructor-led, remote, and e-learnings. Clearly define and structure KPIs to measure learning efficacy. Translate business requirements and operational procedures into clear training implementation plans and KPIs. Own and manager our global change management framework, knowledge management system and LMS systems for support. Set up auditing process to ensure accuracy of our documentation and training materials. Partner with cross-functional teams to create scalable training material, LMS content, and documentation based on operational policies & procedures. Build strong partnerships and proactively solution for quality & training opportunities to amplify team performance. Utilize analytics and metrics to drive initiatives around performance, training, and CSAT. Add value through effective project management, proactive solutioning and efficient execution. Requirements: Motivated by Coinbase's mission, creating a seamless experience for our global customer base, and fostering growth in others. 4+ years of relevant experience in financial services, technology and/or customer support. Experience building, scaling, and managing training programs across fast-paced environment. Experience working with LMS, KMS, and hybrid-training models. Crystal clear communication skills for a global, cross-functional audience. Strong analytical skills to bring a quantitative, focused approach for team KPIs. Positive, growth-oriented mindset (You're energized by developing people's strengths and continuous learning!). Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need). Preferred Qualifications BA/BS degree in business, psychology, education or relevant field. Familiarity with breaking down policies for banking regulations, payment processes, compliance, or other complex policies to different audiences. Project management certifications and/or using project management techniques. Experience using effective project management techniques to organize training projects and to ensure quality required. Strong understanding of Google apps, JIRA, Salesforce, and Litmos. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Oct 26, 2018
Back To All Jobs Training Lead, Project Manager Portland, OR At Coinbase, continuous learning and efficient execution are two of our core values. As a Training Lead for Coinbase Support, you'll put these two values in deep practice by building our training program structure for our global support team. From new hire training, new launches, and change management - you'll work cross-functionality to setup effective, timely, and high-quality training structures across our operations. Responsibilities: Develop strong domain understanding across various Coinbase products, Support procedures, and crypto asset. Create and maintain standards for our training program to establish consistent learning structures globally, while also ensuring the instructional content is targeted to the learner, policy, and customer base. Create and maintain a robust a high-quality training governance across both FTE and vendor teams, inclusive of: New hire training, regular up-leveling, and targeted coaching. Strategy for training across different Support channels (phone, email, social), tools, products, and policies. Train-the-trainer, trainer certifications, job aids for instructor-led, remote, and e-learnings. Clearly define and structure KPIs to measure learning efficacy. Translate business requirements and operational procedures into clear training implementation plans and KPIs. Own and manager our global change management framework, knowledge management system and LMS systems for support. Set up auditing process to ensure accuracy of our documentation and training materials. Partner with cross-functional teams to create scalable training material, LMS content, and documentation based on operational policies & procedures. Build strong partnerships and proactively solution for quality & training opportunities to amplify team performance. Utilize analytics and metrics to drive initiatives around performance, training, and CSAT. Add value through effective project management, proactive solutioning and efficient execution. Requirements: Motivated by Coinbase's mission, creating a seamless experience for our global customer base, and fostering growth in others. 4+ years of relevant experience in financial services, technology and/or customer support. Experience building, scaling, and managing training programs across fast-paced environment. Experience working with LMS, KMS, and hybrid-training models. Crystal clear communication skills for a global, cross-functional audience. Strong analytical skills to bring a quantitative, focused approach for team KPIs. Positive, growth-oriented mindset (You're energized by developing people's strengths and continuous learning!). Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need). Preferred Qualifications BA/BS degree in business, psychology, education or relevant field. Familiarity with breaking down policies for banking regulations, payment processes, compliance, or other complex policies to different audiences. Project management certifications and/or using project management techniques. Experience using effective project management techniques to organize training projects and to ensure quality required. Strong understanding of Google apps, JIRA, Salesforce, and Litmos. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Back To All Jobs Data Analyst, Customer Support Operations Portland, OR Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are looking to double our headcount in 2018. If you have a positive, proactive, startup mentality, and are interested in joining a highly disruptive business on the forefront of the burgeoning cryptocurrency industry, I'd encourage you to apply today. As a Operations Data Analyst , you'll be the analytical point on the team to help support various operational initiatives by transforming support data into valuable business insights and help shape our projects to deliver maximum impact. You will have the opportunity to heavily influence strategy, planning, and execution. Responsibilities: Work closely with the Customer Support team to operate more effectively, create and track metrics across our operations, and share informative actionable insights Partner with Customer Support Leadership and cross-functional partners to find opportunities to increase operational trackability, efficiency, and scale our business effectively Leverage metrics to drive insights and influence business decisions Develop a strong prioritization framework to ensure team is focused on highest-value initiatives Ability to frame and break down complex business problems into key components and recommend practical solutions Monitor key performance metrics and use results to help the team be more effective in carrying out their mission of providing high-quality support Build a collaborative team environment that fosters efficient execution, innovation, and continuous improvement Develop and support the analytical technologies that give our team timely, flexible, and structured access to their data Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Minimum 2 years of experience in an analyst function (e.g. operations, finance, business analytics, etc.) Expert-level Excel user (Vlookups, pivots, macros, etc.), strong SQL, Looker experience a plus Experience working in customer support operations; experience working in (or doing analysis for) Support departments a plus Fantastic communication skills in order to operate across multiple departments and stakeholder Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Must be able to read, write and speak in English. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Oct 26, 2018
Back To All Jobs Data Analyst, Customer Support Operations Portland, OR Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are looking to double our headcount in 2018. If you have a positive, proactive, startup mentality, and are interested in joining a highly disruptive business on the forefront of the burgeoning cryptocurrency industry, I'd encourage you to apply today. As a Operations Data Analyst , you'll be the analytical point on the team to help support various operational initiatives by transforming support data into valuable business insights and help shape our projects to deliver maximum impact. You will have the opportunity to heavily influence strategy, planning, and execution. Responsibilities: Work closely with the Customer Support team to operate more effectively, create and track metrics across our operations, and share informative actionable insights Partner with Customer Support Leadership and cross-functional partners to find opportunities to increase operational trackability, efficiency, and scale our business effectively Leverage metrics to drive insights and influence business decisions Develop a strong prioritization framework to ensure team is focused on highest-value initiatives Ability to frame and break down complex business problems into key components and recommend practical solutions Monitor key performance metrics and use results to help the team be more effective in carrying out their mission of providing high-quality support Build a collaborative team environment that fosters efficient execution, innovation, and continuous improvement Develop and support the analytical technologies that give our team timely, flexible, and structured access to their data Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Minimum 2 years of experience in an analyst function (e.g. operations, finance, business analytics, etc.) Expert-level Excel user (Vlookups, pivots, macros, etc.), strong SQL, Looker experience a plus Experience working in customer support operations; experience working in (or doing analysis for) Support departments a plus Fantastic communication skills in order to operate across multiple departments and stakeholder Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Must be able to read, write and speak in English. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Back To All Jobs Support Analyst - Compliance Portland, OR Coinbase is one of the America's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Dublin that will centralize our European customer support function, helping ensure a world class customer experience. As a Customer Support Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. Responsibilities: Responsible for providing compliance support operations, ensuring that Coinbase maintains regulatory standards across various policies and programs. Provide on-call coverage and serve as an escalation point for hi-priority queues or complex investigations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures. Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, sales, client services and account management teams. Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions. Set a high bar for support analysts within the organization by setting an example through performance and work ethic. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must work in a defined shift, as required by the business. Weekend support may be required. Minimum of 4 years of relevant experience in financial services, technology and/or customer support. Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains. Experience with different channels of support, including voice, e-mail, social and/or chat. Fantastic communication skills in order to operate across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need) Must be able to read, write and speak in English. Preferred Qualifications: Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in one or more of the following languages: Dutch, French, German, Italian or another language. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws. Privacy Notice and Consent for New Applicants The General Data Protection Regulation (GDPR) regulates the way that we manage the data of job applicants. During this early phase of the application process, CB Payments Ltd (CB Payments) will be gathering and processing personal information (your data) in order to assess your suitability for the role in which you have applied. If you are unsuccessful during any point of this process then we are legally required to keep your data on file, for a period of time. We will keep your data in order to comply with employment law obligations only and for no longer than obligated to do so. Under GDPR, we need your consent to process your application. With this form, we are providing you with notice on how your data will be processed as part of the application procedure. By signing this form, you are agreeing to our use and processing of your data as required. Data controller details CB Payments is a data controller, meaning that it determines the processes to be used when using your personal data. Our contact details are as follows: CB Payments Ltd (Coinbase) CB Payments Ltd 9th Floor 107 Cheapside, London, United Kingdom EC2V 6DN Email - myprivacy@coinbase.com Data protection principles In relation to your personal data, we will: ● process it fairly, lawfully and in a clear, transparent way; ● collect your data only for reasons that we have stated in this document; ● only use it in the way that we have told you about; ● ensure it is correct and up to date; ● keep your data for only as long as we need it; and ● process it in a way that ensures it will not be used for anything that you are not aware of or have consented to (as appropriate), lost or destroyed. Types of data we process We hold many types of data about you, including: ● your personal details including your name, address, date of birth, email address, phone numbers; ● biological sex; ● interview transcript/notes; and ● information contained within your CV including references, education history and employment history. How we collect your data From the start of this process we will begin to gather information about you. This includes the information you would normally include in a CV or a recruitment cover letter, or notes made by our Talent recruiting team during a recruitment interview. In some cases, we will collect data about you from third party employment agencies, this information will only be passed to us from the employment agency upon your consent. Personal data is kept in personnel files or within CB Payments HR third party business systems and IT systems. The access to these systems is limited to those job roles where it is essential to access your records. Why we process your data The law on data protection allows us to process your data for certain reasons only, the reasons relevant to you during this process are: ● in order to carry out legally required duties; ● in order for us to carry out our legitimate business interests; and ● to protect your interests. All processing carried out by us falls into one of the permitted reasons. Generally, we will rely on the first two reasons set out above to process your data. We need to collect your personal data to assess your suitability for the advertised role. We also need to collect your data to ensure we are complying with legal requirements such as: ● making reasonable adjustments for disabled employees; and ● tracking our fair employment process. Special categories of data Special categories of data include: ● health; ● sexual orientation; ● race; ● ethnic origin; and ● religion. We must process special categories of data in accordance with more stringent guidelines. Most commonly, we will process special categories of data when the following applies: ● you have given explicit consent to the processing; ● we must process the data in order to carry out our legal obligations; and ● you have already made the data public. We will use your special category data: ● for the purposes of equal opportunities monitoring (as is our legal obligation); and ● to determine reasonable adjustments (as is our legal obligation). We do not need your consent if we use special categories of personal data in order to carry out our legal obligations or exercise specific rights under employment law. However, we will ask for your consent to gather the information in the first place. You will have full control over your decision to give or withhold consent and there will be no consequences where consent is withheld, in the context of special data. Consent, once given, may be withdrawn at any time. There will be no consequences where consent is withdrawn. Protecting your data We are aware of the requirement to ensure your data is protected against accidental loss or disclosure, destruction and abuse. We have implemented GDPR compliant processes to guard against such. Where we share your data with third parties, we provide written instructions to them to ensure that your data is held securely and in line with GDPR requirements. Third parties must implement appropriate technical and organisational measures to ensure the security of your data. How long we keep your data for In line with data protection principles, we only keep your data for as long as we need it. If unsuccessful during the application process we will keep your personal details, interview notes and your CV details, is kept for 12 months or as long as is necessary to comply with applicable immigration law (whichever is shorter). Successful applicants will be provided with an employee privacy notice as part of the on-boarding process. Providing Consent CB Payments is committed to complying with the GDPR. You are entirely in control of your decision to give consent to our use of your data as requested in this form. You do not need to give consent. However, in order for CB Payments to assess your credentials you will need to supply consent in order for us to process your application. Withdrawing Consent You have the absolute unrestricted right to withdraw your consent at any time. We will stop processing the data for which you have withdrawn your consent. Please note however, we must keep some personal data in order to comply with employment regulation. Change in Purpose If the purpose of using the data for changes, we will seek new consent, setting out the new purpose. You can decline to give your consent, with no repercussions. Consent can again be withdrawn at any time once given. Making a complaint The supervisory authority in Ireland for data protection matters is the Data Protection Commission (DPC). If you think your data protection rights have been breached in any way by us, you are able to make a complaint to the DPC here: https://www.dataprotection.ie/ if you are located in Ireland, or to your local data protection authority. Data Protection Officer CB Payment's Data Protection Officer is Lydia Lavender. Contact details are: myprivacy@coinbase.com
Oct 25, 2018
Back To All Jobs Support Analyst - Compliance Portland, OR Coinbase is one of the America's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Dublin that will centralize our European customer support function, helping ensure a world class customer experience. As a Customer Support Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. Responsibilities: Responsible for providing compliance support operations, ensuring that Coinbase maintains regulatory standards across various policies and programs. Provide on-call coverage and serve as an escalation point for hi-priority queues or complex investigations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures. Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, sales, client services and account management teams. Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions. Set a high bar for support analysts within the organization by setting an example through performance and work ethic. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must work in a defined shift, as required by the business. Weekend support may be required. Minimum of 4 years of relevant experience in financial services, technology and/or customer support. Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains. Experience with different channels of support, including voice, e-mail, social and/or chat. Fantastic communication skills in order to operate across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need) Must be able to read, write and speak in English. Preferred Qualifications: Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in one or more of the following languages: Dutch, French, German, Italian or another language. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws. Privacy Notice and Consent for New Applicants The General Data Protection Regulation (GDPR) regulates the way that we manage the data of job applicants. During this early phase of the application process, CB Payments Ltd (CB Payments) will be gathering and processing personal information (your data) in order to assess your suitability for the role in which you have applied. If you are unsuccessful during any point of this process then we are legally required to keep your data on file, for a period of time. We will keep your data in order to comply with employment law obligations only and for no longer than obligated to do so. Under GDPR, we need your consent to process your application. With this form, we are providing you with notice on how your data will be processed as part of the application procedure. By signing this form, you are agreeing to our use and processing of your data as required. Data controller details CB Payments is a data controller, meaning that it determines the processes to be used when using your personal data. Our contact details are as follows: CB Payments Ltd (Coinbase) CB Payments Ltd 9th Floor 107 Cheapside, London, United Kingdom EC2V 6DN Email - myprivacy@coinbase.com Data protection principles In relation to your personal data, we will: ● process it fairly, lawfully and in a clear, transparent way; ● collect your data only for reasons that we have stated in this document; ● only use it in the way that we have told you about; ● ensure it is correct and up to date; ● keep your data for only as long as we need it; and ● process it in a way that ensures it will not be used for anything that you are not aware of or have consented to (as appropriate), lost or destroyed. Types of data we process We hold many types of data about you, including: ● your personal details including your name, address, date of birth, email address, phone numbers; ● biological sex; ● interview transcript/notes; and ● information contained within your CV including references, education history and employment history. How we collect your data From the start of this process we will begin to gather information about you. This includes the information you would normally include in a CV or a recruitment cover letter, or notes made by our Talent recruiting team during a recruitment interview. In some cases, we will collect data about you from third party employment agencies, this information will only be passed to us from the employment agency upon your consent. Personal data is kept in personnel files or within CB Payments HR third party business systems and IT systems. The access to these systems is limited to those job roles where it is essential to access your records. Why we process your data The law on data protection allows us to process your data for certain reasons only, the reasons relevant to you during this process are: ● in order to carry out legally required duties; ● in order for us to carry out our legitimate business interests; and ● to protect your interests. All processing carried out by us falls into one of the permitted reasons. Generally, we will rely on the first two reasons set out above to process your data. We need to collect your personal data to assess your suitability for the advertised role. We also need to collect your data to ensure we are complying with legal requirements such as: ● making reasonable adjustments for disabled employees; and ● tracking our fair employment process. Special categories of data Special categories of data include: ● health; ● sexual orientation; ● race; ● ethnic origin; and ● religion. We must process special categories of data in accordance with more stringent guidelines. Most commonly, we will process special categories of data when the following applies: ● you have given explicit consent to the processing; ● we must process the data in order to carry out our legal obligations; and ● you have already made the data public. We will use your special category data: ● for the purposes of equal opportunities monitoring (as is our legal obligation); and ● to determine reasonable adjustments (as is our legal obligation). We do not need your consent if we use special categories of personal data in order to carry out our legal obligations or exercise specific rights under employment law. However, we will ask for your consent to gather the information in the first place. You will have full control over your decision to give or withhold consent and there will be no consequences where consent is withheld, in the context of special data. Consent, once given, may be withdrawn at any time. There will be no consequences where consent is withdrawn. Protecting your data We are aware of the requirement to ensure your data is protected against accidental loss or disclosure, destruction and abuse. We have implemented GDPR compliant processes to guard against such. Where we share your data with third parties, we provide written instructions to them to ensure that your data is held securely and in line with GDPR requirements. Third parties must implement appropriate technical and organisational measures to ensure the security of your data. How long we keep your data for In line with data protection principles, we only keep your data for as long as we need it. If unsuccessful during the application process we will keep your personal details, interview notes and your CV details, is kept for 12 months or as long as is necessary to comply with applicable immigration law (whichever is shorter). Successful applicants will be provided with an employee privacy notice as part of the on-boarding process. Providing Consent CB Payments is committed to complying with the GDPR. You are entirely in control of your decision to give consent to our use of your data as requested in this form. You do not need to give consent. However, in order for CB Payments to assess your credentials you will need to supply consent in order for us to process your application. Withdrawing Consent You have the absolute unrestricted right to withdraw your consent at any time. We will stop processing the data for which you have withdrawn your consent. Please note however, we must keep some personal data in order to comply with employment regulation. Change in Purpose If the purpose of using the data for changes, we will seek new consent, setting out the new purpose. You can decline to give your consent, with no repercussions. Consent can again be withdrawn at any time once given. Making a complaint The supervisory authority in Ireland for data protection matters is the Data Protection Commission (DPC). If you think your data protection rights have been breached in any way by us, you are able to make a complaint to the DPC here: https://www.dataprotection.ie/ if you are located in Ireland, or to your local data protection authority. Data Protection Officer CB Payment's Data Protection Officer is Lydia Lavender. Contact details are: myprivacy@coinbase.com
Back To All Jobs Support Analyst - Consumer Portland, OR Coinbase is one of the America's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Dublin that will centralize our European customer support function, helping ensure a world class customer experience. As a Customer Support Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. Responsibilities: Responsible for providing compliance support operations, ensuring that Coinbase maintains regulatory standards across various policies and programs. Provide on-call coverage and serve as an escalation point for hi-priority queues or complex investigations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures. Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, sales, client services and account management teams. Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions. Set a high bar for support analysts within the organization by setting an example through performance and work ethic. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must work in a defined shift, as required by the business. Weekend support may be required. Minimum of 4 years of relevant experience in financial services, technology and/or customer support. Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains. Experience with different channels of support, including voice, e-mail, social and/or chat. Fantastic communication skills in order to operate across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need) Must be able to read, write and speak in English. Preferred Qualifications: Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in one or more of the following languages: Dutch, French, German, Italian or another language. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws. Privacy Notice and Consent for New Applicants The General Data Protection Regulation (GDPR) regulates the way that we manage the data of job applicants. During this early phase of the application process, CB Payments Ltd (CB Payments) will be gathering and processing personal information (your data) in order to assess your suitability for the role in which you have applied. If you are unsuccessful during any point of this process then we are legally required to keep your data on file, for a period of time. We will keep your data in order to comply with employment law obligations only and for no longer than obligated to do so. Under GDPR, we need your consent to process your application. With this form, we are providing you with notice on how your data will be processed as part of the application procedure. By signing this form, you are agreeing to our use and processing of your data as required. Data controller details CB Payments is a data controller, meaning that it determines the processes to be used when using your personal data. Our contact details are as follows: CB Payments Ltd (Coinbase) CB Payments Ltd 9th Floor 107 Cheapside, London, United Kingdom EC2V 6DN Email - myprivacy@coinbase.com Data protection principles In relation to your personal data, we will: ● process it fairly, lawfully and in a clear, transparent way; ● collect your data only for reasons that we have stated in this document; ● only use it in the way that we have told you about; ● ensure it is correct and up to date; ● keep your data for only as long as we need it; and ● process it in a way that ensures it will not be used for anything that you are not aware of or have consented to (as appropriate), lost or destroyed. Types of data we process We hold many types of data about you, including: ● your personal details including your name, address, date of birth, email address, phone numbers; ● biological sex; ● interview transcript/notes; and ● information contained within your CV including references, education history and employment history. How we collect your data From the start of this process we will begin to gather information about you. This includes the information you would normally include in a CV or a recruitment cover letter, or notes made by our Talent recruiting team during a recruitment interview. In some cases, we will collect data about you from third party employment agencies, this information will only be passed to us from the employment agency upon your consent. Personal data is kept in personnel files or within CB Payments HR third party business systems and IT systems. The access to these systems is limited to those job roles where it is essential to access your records. Why we process your data The law on data protection allows us to process your data for certain reasons only, the reasons relevant to you during this process are: ● in order to carry out legally required duties; ● in order for us to carry out our legitimate business interests; and ● to protect your interests. All processing carried out by us falls into one of the permitted reasons. Generally, we will rely on the first two reasons set out above to process your data. We need to collect your personal data to assess your suitability for the advertised role. We also need to collect your data to ensure we are complying with legal requirements such as: ● making reasonable adjustments for disabled employees; and ● tracking our fair employment process. Special categories of data Special categories of data include: ● health; ● sexual orientation; ● race; ● ethnic origin; and ● religion. We must process special categories of data in accordance with more stringent guidelines. Most commonly, we will process special categories of data when the following applies: ● you have given explicit consent to the processing; ● we must process the data in order to carry out our legal obligations; and ● you have already made the data public. We will use your special category data: ● for the purposes of equal opportunities monitoring (as is our legal obligation); and ● to determine reasonable adjustments (as is our legal obligation). We do not need your consent if we use special categories of personal data in order to carry out our legal obligations or exercise specific rights under employment law. However, we will ask for your consent to gather the information in the first place. You will have full control over your decision to give or withhold consent and there will be no consequences where consent is withheld, in the context of special data. Consent, once given, may be withdrawn at any time. There will be no consequences where consent is withdrawn. Protecting your data We are aware of the requirement to ensure your data is protected against accidental loss or disclosure, destruction and abuse. We have implemented GDPR compliant processes to guard against such. Where we share your data with third parties, we provide written instructions to them to ensure that your data is held securely and in line with GDPR requirements. Third parties must implement appropriate technical and organisational measures to ensure the security of your data. How long we keep your data for In line with data protection principles, we only keep your data for as long as we need it. If unsuccessful during the application process we will keep your personal details, interview notes and your CV details, is kept for 12 months or as long as is necessary to comply with applicable immigration law (whichever is shorter). Successful applicants will be provided with an employee privacy notice as part of the on-boarding process. Providing Consent CB Payments is committed to complying with the GDPR. You are entirely in control of your decision to give consent to our use of your data as requested in this form. You do not need to give consent. However, in order for CB Payments to assess your credentials you will need to supply consent in order for us to process your application. Withdrawing Consent You have the absolute unrestricted right to withdraw your consent at any time. We will stop processing the data for which you have withdrawn your consent. Please note however, we must keep some personal data in order to comply with employment regulation. Change in Purpose If the purpose of using the data for changes, we will seek new consent, setting out the new purpose. You can decline to give your consent, with no repercussions. Consent can again be withdrawn at any time once given. Making a complaint The supervisory authority in Ireland for data protection matters is the Data Protection Commission (DPC). If you think your data protection rights have been breached in any way by us, you are able to make a complaint to the DPC here: https://www.dataprotection.ie/ if you are located in Ireland, or to your local data protection authority. Data Protection Officer CB Payment's Data Protection Officer is Lydia Lavender. Contact details are: myprivacy@coinbase.com
Oct 25, 2018
Back To All Jobs Support Analyst - Consumer Portland, OR Coinbase is one of the America's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Dublin that will centralize our European customer support function, helping ensure a world class customer experience. As a Customer Support Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. Responsibilities: Responsible for providing compliance support operations, ensuring that Coinbase maintains regulatory standards across various policies and programs. Provide on-call coverage and serve as an escalation point for hi-priority queues or complex investigations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures. Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, sales, client services and account management teams. Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions. Set a high bar for support analysts within the organization by setting an example through performance and work ethic. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must work in a defined shift, as required by the business. Weekend support may be required. Minimum of 4 years of relevant experience in financial services, technology and/or customer support. Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains. Experience with different channels of support, including voice, e-mail, social and/or chat. Fantastic communication skills in order to operate across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need) Must be able to read, write and speak in English. Preferred Qualifications: Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in one or more of the following languages: Dutch, French, German, Italian or another language. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws. Privacy Notice and Consent for New Applicants The General Data Protection Regulation (GDPR) regulates the way that we manage the data of job applicants. During this early phase of the application process, CB Payments Ltd (CB Payments) will be gathering and processing personal information (your data) in order to assess your suitability for the role in which you have applied. If you are unsuccessful during any point of this process then we are legally required to keep your data on file, for a period of time. We will keep your data in order to comply with employment law obligations only and for no longer than obligated to do so. Under GDPR, we need your consent to process your application. With this form, we are providing you with notice on how your data will be processed as part of the application procedure. By signing this form, you are agreeing to our use and processing of your data as required. Data controller details CB Payments is a data controller, meaning that it determines the processes to be used when using your personal data. Our contact details are as follows: CB Payments Ltd (Coinbase) CB Payments Ltd 9th Floor 107 Cheapside, London, United Kingdom EC2V 6DN Email - myprivacy@coinbase.com Data protection principles In relation to your personal data, we will: ● process it fairly, lawfully and in a clear, transparent way; ● collect your data only for reasons that we have stated in this document; ● only use it in the way that we have told you about; ● ensure it is correct and up to date; ● keep your data for only as long as we need it; and ● process it in a way that ensures it will not be used for anything that you are not aware of or have consented to (as appropriate), lost or destroyed. Types of data we process We hold many types of data about you, including: ● your personal details including your name, address, date of birth, email address, phone numbers; ● biological sex; ● interview transcript/notes; and ● information contained within your CV including references, education history and employment history. How we collect your data From the start of this process we will begin to gather information about you. This includes the information you would normally include in a CV or a recruitment cover letter, or notes made by our Talent recruiting team during a recruitment interview. In some cases, we will collect data about you from third party employment agencies, this information will only be passed to us from the employment agency upon your consent. Personal data is kept in personnel files or within CB Payments HR third party business systems and IT systems. The access to these systems is limited to those job roles where it is essential to access your records. Why we process your data The law on data protection allows us to process your data for certain reasons only, the reasons relevant to you during this process are: ● in order to carry out legally required duties; ● in order for us to carry out our legitimate business interests; and ● to protect your interests. All processing carried out by us falls into one of the permitted reasons. Generally, we will rely on the first two reasons set out above to process your data. We need to collect your personal data to assess your suitability for the advertised role. We also need to collect your data to ensure we are complying with legal requirements such as: ● making reasonable adjustments for disabled employees; and ● tracking our fair employment process. Special categories of data Special categories of data include: ● health; ● sexual orientation; ● race; ● ethnic origin; and ● religion. We must process special categories of data in accordance with more stringent guidelines. Most commonly, we will process special categories of data when the following applies: ● you have given explicit consent to the processing; ● we must process the data in order to carry out our legal obligations; and ● you have already made the data public. We will use your special category data: ● for the purposes of equal opportunities monitoring (as is our legal obligation); and ● to determine reasonable adjustments (as is our legal obligation). We do not need your consent if we use special categories of personal data in order to carry out our legal obligations or exercise specific rights under employment law. However, we will ask for your consent to gather the information in the first place. You will have full control over your decision to give or withhold consent and there will be no consequences where consent is withheld, in the context of special data. Consent, once given, may be withdrawn at any time. There will be no consequences where consent is withdrawn. Protecting your data We are aware of the requirement to ensure your data is protected against accidental loss or disclosure, destruction and abuse. We have implemented GDPR compliant processes to guard against such. Where we share your data with third parties, we provide written instructions to them to ensure that your data is held securely and in line with GDPR requirements. Third parties must implement appropriate technical and organisational measures to ensure the security of your data. How long we keep your data for In line with data protection principles, we only keep your data for as long as we need it. If unsuccessful during the application process we will keep your personal details, interview notes and your CV details, is kept for 12 months or as long as is necessary to comply with applicable immigration law (whichever is shorter). Successful applicants will be provided with an employee privacy notice as part of the on-boarding process. Providing Consent CB Payments is committed to complying with the GDPR. You are entirely in control of your decision to give consent to our use of your data as requested in this form. You do not need to give consent. However, in order for CB Payments to assess your credentials you will need to supply consent in order for us to process your application. Withdrawing Consent You have the absolute unrestricted right to withdraw your consent at any time. We will stop processing the data for which you have withdrawn your consent. Please note however, we must keep some personal data in order to comply with employment regulation. Change in Purpose If the purpose of using the data for changes, we will seek new consent, setting out the new purpose. You can decline to give your consent, with no repercussions. Consent can again be withdrawn at any time once given. Making a complaint The supervisory authority in Ireland for data protection matters is the Data Protection Commission (DPC). If you think your data protection rights have been breached in any way by us, you are able to make a complaint to the DPC here: https://www.dataprotection.ie/ if you are located in Ireland, or to your local data protection authority. Data Protection Officer CB Payment's Data Protection Officer is Lydia Lavender. Contact details are: myprivacy@coinbase.com
Back To All Jobs Support Analyst - Custody Portland, OR Coinbase is one of the America's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Dublin that will centralize our European customer support function, helping ensure a world class customer experience. As a Customer Support Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. Responsibilities: Responsible for providing compliance support operations, ensuring that Coinbase maintains regulatory standards across various policies and programs. Provide on-call coverage and serve as an escalation point for hi-priority queues or complex investigations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures. Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, sales, client services and account management teams. Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions. Set a high bar for support analysts within the organization by setting an example through performance and work ethic. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must work in a defined shift, as required by the business. Weekend support may be required. Minimum of 4 years of relevant experience in financial services, technology and/or customer support. Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains. Experience with different channels of support, including voice, e-mail, social and/or chat. Fantastic communication skills in order to operate across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need) Must be able to read, write and speak in English. Preferred Qualifications: Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in one or more of the following languages: Dutch, French, German, Italian or another language. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws. Privacy Notice and Consent for New Applicants The General Data Protection Regulation (GDPR) regulates the way that we manage the data of job applicants. During this early phase of the application process, CB Payments Ltd (CB Payments) will be gathering and processing personal information (your data) in order to assess your suitability for the role in which you have applied. If you are unsuccessful during any point of this process then we are legally required to keep your data on file, for a period of time. We will keep your data in order to comply with employment law obligations only and for no longer than obligated to do so. Under GDPR, we need your consent to process your application. With this form, we are providing you with notice on how your data will be processed as part of the application procedure. By signing this form, you are agreeing to our use and processing of your data as required. Data controller details CB Payments is a data controller, meaning that it determines the processes to be used when using your personal data. Our contact details are as follows: CB Payments Ltd (Coinbase) CB Payments Ltd 9th Floor 107 Cheapside, London, United Kingdom EC2V 6DN Email - myprivacy@coinbase.com Data protection principles In relation to your personal data, we will: ● process it fairly, lawfully and in a clear, transparent way; ● collect your data only for reasons that we have stated in this document; ● only use it in the way that we have told you about; ● ensure it is correct and up to date; ● keep your data for only as long as we need it; and ● process it in a way that ensures it will not be used for anything that you are not aware of or have consented to (as appropriate), lost or destroyed. Types of data we process We hold many types of data about you, including: ● your personal details including your name, address, date of birth, email address, phone numbers; ● biological sex; ● interview transcript/notes; and ● information contained within your CV including references, education history and employment history. How we collect your data From the start of this process we will begin to gather information about you. This includes the information you would normally include in a CV or a recruitment cover letter, or notes made by our Talent recruiting team during a recruitment interview. In some cases, we will collect data about you from third party employment agencies, this information will only be passed to us from the employment agency upon your consent. Personal data is kept in personnel files or within CB Payments HR third party business systems and IT systems. The access to these systems is limited to those job roles where it is essential to access your records. Why we process your data The law on data protection allows us to process your data for certain reasons only, the reasons relevant to you during this process are: ● in order to carry out legally required duties; ● in order for us to carry out our legitimate business interests; and ● to protect your interests. All processing carried out by us falls into one of the permitted reasons. Generally, we will rely on the first two reasons set out above to process your data. We need to collect your personal data to assess your suitability for the advertised role. We also need to collect your data to ensure we are complying with legal requirements such as: ● making reasonable adjustments for disabled employees; and ● tracking our fair employment process. Special categories of data Special categories of data include: ● health; ● sexual orientation; ● race; ● ethnic origin; and ● religion. We must process special categories of data in accordance with more stringent guidelines. Most commonly, we will process special categories of data when the following applies: ● you have given explicit consent to the processing; ● we must process the data in order to carry out our legal obligations; and ● you have already made the data public. We will use your special category data: ● for the purposes of equal opportunities monitoring (as is our legal obligation); and ● to determine reasonable adjustments (as is our legal obligation). We do not need your consent if we use special categories of personal data in order to carry out our legal obligations or exercise specific rights under employment law. However, we will ask for your consent to gather the information in the first place. You will have full control over your decision to give or withhold consent and there will be no consequences where consent is withheld, in the context of special data. Consent, once given, may be withdrawn at any time. There will be no consequences where consent is withdrawn. Protecting your data We are aware of the requirement to ensure your data is protected against accidental loss or disclosure, destruction and abuse. We have implemented GDPR compliant processes to guard against such. Where we share your data with third parties, we provide written instructions to them to ensure that your data is held securely and in line with GDPR requirements. Third parties must implement appropriate technical and organisational measures to ensure the security of your data. How long we keep your data for In line with data protection principles, we only keep your data for as long as we need it. If unsuccessful during the application process we will keep your personal details, interview notes and your CV details, is kept for 12 months or as long as is necessary to comply with applicable immigration law (whichever is shorter). Successful applicants will be provided with an employee privacy notice as part of the on-boarding process. Providing Consent CB Payments is committed to complying with the GDPR. You are entirely in control of your decision to give consent to our use of your data as requested in this form. You do not need to give consent. However, in order for CB Payments to assess your credentials you will need to supply consent in order for us to process your application. Withdrawing Consent You have the absolute unrestricted right to withdraw your consent at any time. We will stop processing the data for which you have withdrawn your consent. Please note however, we must keep some personal data in order to comply with employment regulation. Change in Purpose If the purpose of using the data for changes, we will seek new consent, setting out the new purpose. You can decline to give your consent, with no repercussions. Consent can again be withdrawn at any time once given. Making a complaint The supervisory authority in Ireland for data protection matters is the Data Protection Commission (DPC). If you think your data protection rights have been breached in any way by us, you are able to make a complaint to the DPC here: https://www.dataprotection.ie/ if you are located in Ireland, or to your local data protection authority. Data Protection Officer CB Payment's Data Protection Officer is Lydia Lavender. Contact details are: myprivacy@coinbase.com
Oct 25, 2018
Back To All Jobs Support Analyst - Custody Portland, OR Coinbase is one of the America's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Dublin that will centralize our European customer support function, helping ensure a world class customer experience. As a Customer Support Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. Responsibilities: Responsible for providing compliance support operations, ensuring that Coinbase maintains regulatory standards across various policies and programs. Provide on-call coverage and serve as an escalation point for hi-priority queues or complex investigations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures. Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, sales, client services and account management teams. Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions. Set a high bar for support analysts within the organization by setting an example through performance and work ethic. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must work in a defined shift, as required by the business. Weekend support may be required. Minimum of 4 years of relevant experience in financial services, technology and/or customer support. Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains. Experience with different channels of support, including voice, e-mail, social and/or chat. Fantastic communication skills in order to operate across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need) Must be able to read, write and speak in English. Preferred Qualifications: Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in one or more of the following languages: Dutch, French, German, Italian or another language. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws. Privacy Notice and Consent for New Applicants The General Data Protection Regulation (GDPR) regulates the way that we manage the data of job applicants. During this early phase of the application process, CB Payments Ltd (CB Payments) will be gathering and processing personal information (your data) in order to assess your suitability for the role in which you have applied. If you are unsuccessful during any point of this process then we are legally required to keep your data on file, for a period of time. We will keep your data in order to comply with employment law obligations only and for no longer than obligated to do so. Under GDPR, we need your consent to process your application. With this form, we are providing you with notice on how your data will be processed as part of the application procedure. By signing this form, you are agreeing to our use and processing of your data as required. Data controller details CB Payments is a data controller, meaning that it determines the processes to be used when using your personal data. Our contact details are as follows: CB Payments Ltd (Coinbase) CB Payments Ltd 9th Floor 107 Cheapside, London, United Kingdom EC2V 6DN Email - myprivacy@coinbase.com Data protection principles In relation to your personal data, we will: ● process it fairly, lawfully and in a clear, transparent way; ● collect your data only for reasons that we have stated in this document; ● only use it in the way that we have told you about; ● ensure it is correct and up to date; ● keep your data for only as long as we need it; and ● process it in a way that ensures it will not be used for anything that you are not aware of or have consented to (as appropriate), lost or destroyed. Types of data we process We hold many types of data about you, including: ● your personal details including your name, address, date of birth, email address, phone numbers; ● biological sex; ● interview transcript/notes; and ● information contained within your CV including references, education history and employment history. How we collect your data From the start of this process we will begin to gather information about you. This includes the information you would normally include in a CV or a recruitment cover letter, or notes made by our Talent recruiting team during a recruitment interview. In some cases, we will collect data about you from third party employment agencies, this information will only be passed to us from the employment agency upon your consent. Personal data is kept in personnel files or within CB Payments HR third party business systems and IT systems. The access to these systems is limited to those job roles where it is essential to access your records. Why we process your data The law on data protection allows us to process your data for certain reasons only, the reasons relevant to you during this process are: ● in order to carry out legally required duties; ● in order for us to carry out our legitimate business interests; and ● to protect your interests. All processing carried out by us falls into one of the permitted reasons. Generally, we will rely on the first two reasons set out above to process your data. We need to collect your personal data to assess your suitability for the advertised role. We also need to collect your data to ensure we are complying with legal requirements such as: ● making reasonable adjustments for disabled employees; and ● tracking our fair employment process. Special categories of data Special categories of data include: ● health; ● sexual orientation; ● race; ● ethnic origin; and ● religion. We must process special categories of data in accordance with more stringent guidelines. Most commonly, we will process special categories of data when the following applies: ● you have given explicit consent to the processing; ● we must process the data in order to carry out our legal obligations; and ● you have already made the data public. We will use your special category data: ● for the purposes of equal opportunities monitoring (as is our legal obligation); and ● to determine reasonable adjustments (as is our legal obligation). We do not need your consent if we use special categories of personal data in order to carry out our legal obligations or exercise specific rights under employment law. However, we will ask for your consent to gather the information in the first place. You will have full control over your decision to give or withhold consent and there will be no consequences where consent is withheld, in the context of special data. Consent, once given, may be withdrawn at any time. There will be no consequences where consent is withdrawn. Protecting your data We are aware of the requirement to ensure your data is protected against accidental loss or disclosure, destruction and abuse. We have implemented GDPR compliant processes to guard against such. Where we share your data with third parties, we provide written instructions to them to ensure that your data is held securely and in line with GDPR requirements. Third parties must implement appropriate technical and organisational measures to ensure the security of your data. How long we keep your data for In line with data protection principles, we only keep your data for as long as we need it. If unsuccessful during the application process we will keep your personal details, interview notes and your CV details, is kept for 12 months or as long as is necessary to comply with applicable immigration law (whichever is shorter). Successful applicants will be provided with an employee privacy notice as part of the on-boarding process. Providing Consent CB Payments is committed to complying with the GDPR. You are entirely in control of your decision to give consent to our use of your data as requested in this form. You do not need to give consent. However, in order for CB Payments to assess your credentials you will need to supply consent in order for us to process your application. Withdrawing Consent You have the absolute unrestricted right to withdraw your consent at any time. We will stop processing the data for which you have withdrawn your consent. Please note however, we must keep some personal data in order to comply with employment regulation. Change in Purpose If the purpose of using the data for changes, we will seek new consent, setting out the new purpose. You can decline to give your consent, with no repercussions. Consent can again be withdrawn at any time once given. Making a complaint The supervisory authority in Ireland for data protection matters is the Data Protection Commission (DPC). If you think your data protection rights have been breached in any way by us, you are able to make a complaint to the DPC here: https://www.dataprotection.ie/ if you are located in Ireland, or to your local data protection authority. Data Protection Officer CB Payment's Data Protection Officer is Lydia Lavender. Contact details are: myprivacy@coinbase.com
Back To All Jobs Support Analyst - Payments Portland, OR Coinbase is one of the America's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Dublin that will centralize our European customer support function, helping ensure a world class customer experience. As a Customer Support Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. Responsibilities: Responsible for providing compliance support operations, ensuring that Coinbase maintains regulatory standards across various policies and programs. Provide on-call coverage and serve as an escalation point for hi-priority queues or complex investigations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures. Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, sales, client services and account management teams. Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions. Set a high bar for support analysts within the organization by setting an example through performance and work ethic. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must work in a defined shift, as required by the business. Weekend support may be required. Minimum of 4 years of relevant experience in financial services, technology and/or customer support. Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains. Experience with different channels of support, including voice, e-mail, social and/or chat. Fantastic communication skills in order to operate across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need) Must be able to read, write and speak in English. Preferred Qualifications: Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in one or more of the following languages: Dutch, French, German, Italian or another language. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws. Privacy Notice and Consent for New Applicants The General Data Protection Regulation (GDPR) regulates the way that we manage the data of job applicants. During this early phase of the application process, CB Payments Ltd (CB Payments) will be gathering and processing personal information (your data) in order to assess your suitability for the role in which you have applied. If you are unsuccessful during any point of this process then we are legally required to keep your data on file, for a period of time. We will keep your data in order to comply with employment law obligations only and for no longer than obligated to do so. Under GDPR, we need your consent to process your application. With this form, we are providing you with notice on how your data will be processed as part of the application procedure. By signing this form, you are agreeing to our use and processing of your data as required. Data controller details CB Payments is a data controller, meaning that it determines the processes to be used when using your personal data. Our contact details are as follows: CB Payments Ltd (Coinbase) CB Payments Ltd 9th Floor 107 Cheapside, London, United Kingdom EC2V 6DN Email - myprivacy@coinbase.com Data protection principles In relation to your personal data, we will: ● process it fairly, lawfully and in a clear, transparent way; ● collect your data only for reasons that we have stated in this document; ● only use it in the way that we have told you about; ● ensure it is correct and up to date; ● keep your data for only as long as we need it; and ● process it in a way that ensures it will not be used for anything that you are not aware of or have consented to (as appropriate), lost or destroyed. Types of data we process We hold many types of data about you, including: ● your personal details including your name, address, date of birth, email address, phone numbers; ● biological sex; ● interview transcript/notes; and ● information contained within your CV including references, education history and employment history. How we collect your data From the start of this process we will begin to gather information about you. This includes the information you would normally include in a CV or a recruitment cover letter, or notes made by our Talent recruiting team during a recruitment interview. In some cases, we will collect data about you from third party employment agencies, this information will only be passed to us from the employment agency upon your consent. Personal data is kept in personnel files or within CB Payments HR third party business systems and IT systems. The access to these systems is limited to those job roles where it is essential to access your records. Why we process your data The law on data protection allows us to process your data for certain reasons only, the reasons relevant to you during this process are: ● in order to carry out legally required duties; ● in order for us to carry out our legitimate business interests; and ● to protect your interests. All processing carried out by us falls into one of the permitted reasons. Generally, we will rely on the first two reasons set out above to process your data. We need to collect your personal data to assess your suitability for the advertised role. We also need to collect your data to ensure we are complying with legal requirements such as: ● making reasonable adjustments for disabled employees; and ● tracking our fair employment process. Special categories of data Special categories of data include: ● health; ● sexual orientation; ● race; ● ethnic origin; and ● religion. We must process special categories of data in accordance with more stringent guidelines. Most commonly, we will process special categories of data when the following applies: ● you have given explicit consent to the processing; ● we must process the data in order to carry out our legal obligations; and ● you have already made the data public. We will use your special category data: ● for the purposes of equal opportunities monitoring (as is our legal obligation); and ● to determine reasonable adjustments (as is our legal obligation). We do not need your consent if we use special categories of personal data in order to carry out our legal obligations or exercise specific rights under employment law. However, we will ask for your consent to gather the information in the first place. You will have full control over your decision to give or withhold consent and there will be no consequences where consent is withheld, in the context of special data. Consent, once given, may be withdrawn at any time. There will be no consequences where consent is withdrawn. Protecting your data We are aware of the requirement to ensure your data is protected against accidental loss or disclosure, destruction and abuse. We have implemented GDPR compliant processes to guard against such. Where we share your data with third parties, we provide written instructions to them to ensure that your data is held securely and in line with GDPR requirements. Third parties must implement appropriate technical and organisational measures to ensure the security of your data. How long we keep your data for In line with data protection principles, we only keep your data for as long as we need it. If unsuccessful during the application process we will keep your personal details, interview notes and your CV details, is kept for 12 months or as long as is necessary to comply with applicable immigration law (whichever is shorter). Successful applicants will be provided with an employee privacy notice as part of the on-boarding process. Providing Consent CB Payments is committed to complying with the GDPR. You are entirely in control of your decision to give consent to our use of your data as requested in this form. You do not need to give consent. However, in order for CB Payments to assess your credentials you will need to supply consent in order for us to process your application. Withdrawing Consent You have the absolute unrestricted right to withdraw your consent at any time. We will stop processing the data for which you have withdrawn your consent. Please note however, we must keep some personal data in order to comply with employment regulation. Change in Purpose If the purpose of using the data for changes, we will seek new consent, setting out the new purpose. You can decline to give your consent, with no repercussions. Consent can again be withdrawn at any time once given. Making a complaint The supervisory authority in Ireland for data protection matters is the Data Protection Commission (DPC). If you think your data protection rights have been breached in any way by us, you are able to make a complaint to the DPC here: https://www.dataprotection.ie/ if you are located in Ireland, or to your local data protection authority. Data Protection Officer CB Payment's Data Protection Officer is Lydia Lavender. Contact details are: myprivacy@coinbase.com
Oct 25, 2018
Back To All Jobs Support Analyst - Payments Portland, OR Coinbase is one of the America's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Dublin that will centralize our European customer support function, helping ensure a world class customer experience. As a Customer Support Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. Responsibilities: Responsible for providing compliance support operations, ensuring that Coinbase maintains regulatory standards across various policies and programs. Provide on-call coverage and serve as an escalation point for hi-priority queues or complex investigations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures. Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, sales, client services and account management teams. Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions. Set a high bar for support analysts within the organization by setting an example through performance and work ethic. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must work in a defined shift, as required by the business. Weekend support may be required. Minimum of 4 years of relevant experience in financial services, technology and/or customer support. Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains. Experience with different channels of support, including voice, e-mail, social and/or chat. Fantastic communication skills in order to operate across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need) Must be able to read, write and speak in English. Preferred Qualifications: Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in one or more of the following languages: Dutch, French, German, Italian or another language. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws. Privacy Notice and Consent for New Applicants The General Data Protection Regulation (GDPR) regulates the way that we manage the data of job applicants. During this early phase of the application process, CB Payments Ltd (CB Payments) will be gathering and processing personal information (your data) in order to assess your suitability for the role in which you have applied. If you are unsuccessful during any point of this process then we are legally required to keep your data on file, for a period of time. We will keep your data in order to comply with employment law obligations only and for no longer than obligated to do so. Under GDPR, we need your consent to process your application. With this form, we are providing you with notice on how your data will be processed as part of the application procedure. By signing this form, you are agreeing to our use and processing of your data as required. Data controller details CB Payments is a data controller, meaning that it determines the processes to be used when using your personal data. Our contact details are as follows: CB Payments Ltd (Coinbase) CB Payments Ltd 9th Floor 107 Cheapside, London, United Kingdom EC2V 6DN Email - myprivacy@coinbase.com Data protection principles In relation to your personal data, we will: ● process it fairly, lawfully and in a clear, transparent way; ● collect your data only for reasons that we have stated in this document; ● only use it in the way that we have told you about; ● ensure it is correct and up to date; ● keep your data for only as long as we need it; and ● process it in a way that ensures it will not be used for anything that you are not aware of or have consented to (as appropriate), lost or destroyed. Types of data we process We hold many types of data about you, including: ● your personal details including your name, address, date of birth, email address, phone numbers; ● biological sex; ● interview transcript/notes; and ● information contained within your CV including references, education history and employment history. How we collect your data From the start of this process we will begin to gather information about you. This includes the information you would normally include in a CV or a recruitment cover letter, or notes made by our Talent recruiting team during a recruitment interview. In some cases, we will collect data about you from third party employment agencies, this information will only be passed to us from the employment agency upon your consent. Personal data is kept in personnel files or within CB Payments HR third party business systems and IT systems. The access to these systems is limited to those job roles where it is essential to access your records. Why we process your data The law on data protection allows us to process your data for certain reasons only, the reasons relevant to you during this process are: ● in order to carry out legally required duties; ● in order for us to carry out our legitimate business interests; and ● to protect your interests. All processing carried out by us falls into one of the permitted reasons. Generally, we will rely on the first two reasons set out above to process your data. We need to collect your personal data to assess your suitability for the advertised role. We also need to collect your data to ensure we are complying with legal requirements such as: ● making reasonable adjustments for disabled employees; and ● tracking our fair employment process. Special categories of data Special categories of data include: ● health; ● sexual orientation; ● race; ● ethnic origin; and ● religion. We must process special categories of data in accordance with more stringent guidelines. Most commonly, we will process special categories of data when the following applies: ● you have given explicit consent to the processing; ● we must process the data in order to carry out our legal obligations; and ● you have already made the data public. We will use your special category data: ● for the purposes of equal opportunities monitoring (as is our legal obligation); and ● to determine reasonable adjustments (as is our legal obligation). We do not need your consent if we use special categories of personal data in order to carry out our legal obligations or exercise specific rights under employment law. However, we will ask for your consent to gather the information in the first place. You will have full control over your decision to give or withhold consent and there will be no consequences where consent is withheld, in the context of special data. Consent, once given, may be withdrawn at any time. There will be no consequences where consent is withdrawn. Protecting your data We are aware of the requirement to ensure your data is protected against accidental loss or disclosure, destruction and abuse. We have implemented GDPR compliant processes to guard against such. Where we share your data with third parties, we provide written instructions to them to ensure that your data is held securely and in line with GDPR requirements. Third parties must implement appropriate technical and organisational measures to ensure the security of your data. How long we keep your data for In line with data protection principles, we only keep your data for as long as we need it. If unsuccessful during the application process we will keep your personal details, interview notes and your CV details, is kept for 12 months or as long as is necessary to comply with applicable immigration law (whichever is shorter). Successful applicants will be provided with an employee privacy notice as part of the on-boarding process. Providing Consent CB Payments is committed to complying with the GDPR. You are entirely in control of your decision to give consent to our use of your data as requested in this form. You do not need to give consent. However, in order for CB Payments to assess your credentials you will need to supply consent in order for us to process your application. Withdrawing Consent You have the absolute unrestricted right to withdraw your consent at any time. We will stop processing the data for which you have withdrawn your consent. Please note however, we must keep some personal data in order to comply with employment regulation. Change in Purpose If the purpose of using the data for changes, we will seek new consent, setting out the new purpose. You can decline to give your consent, with no repercussions. Consent can again be withdrawn at any time once given. Making a complaint The supervisory authority in Ireland for data protection matters is the Data Protection Commission (DPC). If you think your data protection rights have been breached in any way by us, you are able to make a complaint to the DPC here: https://www.dataprotection.ie/ if you are located in Ireland, or to your local data protection authority. Data Protection Officer CB Payment's Data Protection Officer is Lydia Lavender. Contact details are: myprivacy@coinbase.com
Back To All Jobs Systems Administrator (Salesforce) Portland, Oregon Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in Portland, New York and London, we are looking to double our headcount in 2018. If you have a positive, proactive, startup mentality, and are interested in joining a highly disruptive business on the forefront of the burgeoning cryptocurrency industry, I'd encourage you to apply today. As the Systems Administrator for Support Operations, you will be responsible to help support a suite of internal and external tools (namely Salesforce Service Cloud), help customize and configure according to business need, and streamline management into a cohesive software ecosystem. You will have the opportunity to be part of the ground team in shaping this strategy. Responsibilities: Administration of customer support tools (ie. salesforce, talkdesk, litmos) Manage users, security profiles, groups, queues, and other Salesforce.com customization/setup as necessary Develop strategy to help streamline role based access provisioning across all operations tools and systems Work with internal stakeholders to build out configuration requirements and manage SFDC enhancement projects to support business needs Develop and maintain 3rd party integrations to introduce new tooling solutions into our existing infrastructure Create scripts and workflows to support specific support projects or incidents. Experience defining business requirements and translating them into technical requirements in the form of Product and/or Functional Briefs Analytically focused and ability to be hands on to help build operational reporting that can be leveraged for business insights Work closely with engineering to build seamless and smart solutions Support internal team on how to effectively leverage tools to execute efficiently. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Minimum of 3 years of relevant experience in systems administration, software development for customer support technology. Fantastic communication skills in order to operate across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Must be able to read, write and speak in English. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Oct 24, 2018
Back To All Jobs Systems Administrator (Salesforce) Portland, Oregon Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in Portland, New York and London, we are looking to double our headcount in 2018. If you have a positive, proactive, startup mentality, and are interested in joining a highly disruptive business on the forefront of the burgeoning cryptocurrency industry, I'd encourage you to apply today. As the Systems Administrator for Support Operations, you will be responsible to help support a suite of internal and external tools (namely Salesforce Service Cloud), help customize and configure according to business need, and streamline management into a cohesive software ecosystem. You will have the opportunity to be part of the ground team in shaping this strategy. Responsibilities: Administration of customer support tools (ie. salesforce, talkdesk, litmos) Manage users, security profiles, groups, queues, and other Salesforce.com customization/setup as necessary Develop strategy to help streamline role based access provisioning across all operations tools and systems Work with internal stakeholders to build out configuration requirements and manage SFDC enhancement projects to support business needs Develop and maintain 3rd party integrations to introduce new tooling solutions into our existing infrastructure Create scripts and workflows to support specific support projects or incidents. Experience defining business requirements and translating them into technical requirements in the form of Product and/or Functional Briefs Analytically focused and ability to be hands on to help build operational reporting that can be leveraged for business insights Work closely with engineering to build seamless and smart solutions Support internal team on how to effectively leverage tools to execute efficiently. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Minimum of 3 years of relevant experience in systems administration, software development for customer support technology. Fantastic communication skills in order to operate across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Must be able to read, write and speak in English. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Back To All Jobs Investigations Analyst Portland, OR Coinbase is committed to deterring illicit activities, protecting against exploitation by criminals, and complying fully with our legal and regulatory requirements. Being the most trusted brand in the industry is our key priority . We are looking for someone who shares our values , is a team player but can work independently, and who thrives in a dynamic environment. Investigation Analysts handle sensitive and high-risk cases and must maintain the highest ethical standards. Our Bank Secrecy Act (BSA) Officer manages the Investigations Team. Responsibilities: Conduct compliance reviews and analysis in support of Coinbase's BSA/AML and other regulatory compliance policies and programs including investigating alerts, reviewing merchant activity, and conducting enhanced due diligence Remain current with industry standards and developments in the areas of KYC, BSA/AML, and OFAC, and apply regulatory requirements and internal policies and procedures to case investigations Respond to ad hoc AML requests, escalate issues, incorporate feedback from QC analyst, assist with SAR preparation and filing, identify opportunities to improve processes and tools for greater efficiency Maintain detailed documentation to demonstrate compliance with regulations and internal policies and procedures Requirements: B.A./B.S. degree or equivalent CAMS certified (not required, but a major plus) Minimum 1 year relevant experience (conducting AML investigations, customer due diligence, SARs preparation and filing) Working knowledge of applicable laws, regulations, and guidelines (e.g., BSA, OFAC, FinCEN guidance) Strong interpersonal, analytical, and communications (verbal and written) skills Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Oct 14, 2018
Back To All Jobs Investigations Analyst Portland, OR Coinbase is committed to deterring illicit activities, protecting against exploitation by criminals, and complying fully with our legal and regulatory requirements. Being the most trusted brand in the industry is our key priority . We are looking for someone who shares our values , is a team player but can work independently, and who thrives in a dynamic environment. Investigation Analysts handle sensitive and high-risk cases and must maintain the highest ethical standards. Our Bank Secrecy Act (BSA) Officer manages the Investigations Team. Responsibilities: Conduct compliance reviews and analysis in support of Coinbase's BSA/AML and other regulatory compliance policies and programs including investigating alerts, reviewing merchant activity, and conducting enhanced due diligence Remain current with industry standards and developments in the areas of KYC, BSA/AML, and OFAC, and apply regulatory requirements and internal policies and procedures to case investigations Respond to ad hoc AML requests, escalate issues, incorporate feedback from QC analyst, assist with SAR preparation and filing, identify opportunities to improve processes and tools for greater efficiency Maintain detailed documentation to demonstrate compliance with regulations and internal policies and procedures Requirements: B.A./B.S. degree or equivalent CAMS certified (not required, but a major plus) Minimum 1 year relevant experience (conducting AML investigations, customer due diligence, SARs preparation and filing) Working knowledge of applicable laws, regulations, and guidelines (e.g., BSA, OFAC, FinCEN guidance) Strong interpersonal, analytical, and communications (verbal and written) skills Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Back To All Jobs Senior Manager, Global Vendor Operations San Francisco, Portland or Dublin As a Senior Manager for Global Vendor Operations, you'll be responsible for scaling the Coinbase BPO program across multiple scopes of work, channels and regional locations for the customer support organization. You will partner closely with multiple teams and vendor partners to effectively set supplier strategies to achieve service level agreements, optimize costs and provide a delightful customer experience. You will be responsible for managing a distributed team, serving as a leader, mentor and subject matter expertise in vendor management. Responsibilities: Responsible for leading global vendor operations and managing supplier relationships to achieve service level agreements and operational excellence. Define and execute on transformative strategies to support a 24x7 delivery model across multiple channels, including phone, e-mail, chat and social. Build and hire a distributed team, providing expertise across multiple aspects of vendor management, including governance, process excellence, quality and training. Create and maintain a robust governance, risk management and feedback model to ensure accountability and establish clear escalation paths across different levels of the engagement. Serve as a member of the support leadership team and determine strategies for scaling new and existing lines of business and channels. Partner with sourcing to generate continuous value through commercials and contract management, including the facilitation of RFP/RFI processes and maintenance of new and existing vendor agreements. Drive success for vendors and vendor managers by ensuring that appropriate infrastructure, tools and systems are in place. Launch incrementally new vendor sites through facilitation of cross-functional partnerships and mobilization with suppliers. Develop business process continuity processes to provide redundancy across multiple locations. Utilize analytics and metrics to drive initiatives around workforce management, cost optimization and channel distribution. Establish the highest level of physical, network and IT security standards within all delivery centers. Focus on growth opportunities throughout the organization, including development of managers and leads and learning opportunities across multiple disciplines. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating 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 6 years of vendor management experience, specifically with business process outsourcing (BPO) engagements and contract management. Ability to communicate cross functionally and globally. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 40% to Coinbase offices and vendor locations (depending on business need). Preferred Qualifications: Familiarity with banking regulations, payment processes, compliance, consumer or institutional operations. Experience working with localization vendors. Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Oct 13, 2018
Back To All Jobs Senior Manager, Global Vendor Operations San Francisco, Portland or Dublin As a Senior Manager for Global Vendor Operations, you'll be responsible for scaling the Coinbase BPO program across multiple scopes of work, channels and regional locations for the customer support organization. You will partner closely with multiple teams and vendor partners to effectively set supplier strategies to achieve service level agreements, optimize costs and provide a delightful customer experience. You will be responsible for managing a distributed team, serving as a leader, mentor and subject matter expertise in vendor management. Responsibilities: Responsible for leading global vendor operations and managing supplier relationships to achieve service level agreements and operational excellence. Define and execute on transformative strategies to support a 24x7 delivery model across multiple channels, including phone, e-mail, chat and social. Build and hire a distributed team, providing expertise across multiple aspects of vendor management, including governance, process excellence, quality and training. Create and maintain a robust governance, risk management and feedback model to ensure accountability and establish clear escalation paths across different levels of the engagement. Serve as a member of the support leadership team and determine strategies for scaling new and existing lines of business and channels. Partner with sourcing to generate continuous value through commercials and contract management, including the facilitation of RFP/RFI processes and maintenance of new and existing vendor agreements. Drive success for vendors and vendor managers by ensuring that appropriate infrastructure, tools and systems are in place. Launch incrementally new vendor sites through facilitation of cross-functional partnerships and mobilization with suppliers. Develop business process continuity processes to provide redundancy across multiple locations. Utilize analytics and metrics to drive initiatives around workforce management, cost optimization and channel distribution. Establish the highest level of physical, network and IT security standards within all delivery centers. Focus on growth opportunities throughout the organization, including development of managers and leads and learning opportunities across multiple disciplines. Continuously add value through effective project management, ruthless prioritization and efficient execution. Requirements: Motivated by Coinbase's mission and creating 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 6 years of vendor management experience, specifically with business process outsourcing (BPO) engagements and contract management. Ability to communicate cross functionally and globally. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 40% to Coinbase offices and vendor locations (depending on business need). Preferred Qualifications: Familiarity with banking regulations, payment processes, compliance, consumer or institutional operations. Experience working with localization vendors. Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Back To All Jobs People Operations Generalist - Portland Portland, OR Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more delightful to use. The People Ops Generalist plays a vital role at Coinbase by owning . As a Generalist, you have the opportunity to impact every employee's experience at Coinbase. You'll work closely with the People Ops team to create a powerful, engaging, and meaningful experience for all employees. We are growing quickly you will be able to directly influence the scaling of our organization by thinking creatively, using data to inform your decisions, improving and creating current processes. Responsibilities: Think creatively about the employee experience - find ways to improve every People Ops interaction Strategize and advise managers on organizational development and performance management in line with business strategy Oversee day to day of employee leaves, accommodations, employee relations issues, and payroll Independently implement and administer employee policies, particularly for non exempt populations Provide suggestions and support with activities that drive employee engagement, learning and development Engage with employees to surface and promote unique local programs relevant to the office Support our People Programs, including compensation, feedback, engagement, etc. Guide and drive strategies to resolve difficult and/or sensitive workplace matters. Serve as the primary investigator of employee complaints in Portland, including allegations of discrimination, sexual harassment and/or hostile work environment. Requirements: 3+ years experience as an People Operations Generalist Experience in startup culture - comfort with ambiguity and non-stop problem solving, building, and action Employee relations and investigations experience Extremely detail-oriented - you can't sleep at night if loose ends haven't been tied off Strong interest in process improvement - you love finding ways to make processes more efficient and streamlined Proficient with Google apps, especially Google Sheets - strong analytical and data manipulation skills, experience using pivot tables, creating charts and graphs Impeccable judgment and ability to handle confidential information Creative, innovative, passionate Excellent communication skills, both written & verbal BS/BA degree Preferred: Familiarity with BambooHR and Workday PHR, SPHR preferred Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Oct 03, 2018
Back To All Jobs People Operations Generalist - Portland Portland, OR Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more delightful to use. The People Ops Generalist plays a vital role at Coinbase by owning . As a Generalist, you have the opportunity to impact every employee's experience at Coinbase. You'll work closely with the People Ops team to create a powerful, engaging, and meaningful experience for all employees. We are growing quickly you will be able to directly influence the scaling of our organization by thinking creatively, using data to inform your decisions, improving and creating current processes. Responsibilities: Think creatively about the employee experience - find ways to improve every People Ops interaction Strategize and advise managers on organizational development and performance management in line with business strategy Oversee day to day of employee leaves, accommodations, employee relations issues, and payroll Independently implement and administer employee policies, particularly for non exempt populations Provide suggestions and support with activities that drive employee engagement, learning and development Engage with employees to surface and promote unique local programs relevant to the office Support our People Programs, including compensation, feedback, engagement, etc. Guide and drive strategies to resolve difficult and/or sensitive workplace matters. Serve as the primary investigator of employee complaints in Portland, including allegations of discrimination, sexual harassment and/or hostile work environment. Requirements: 3+ years experience as an People Operations Generalist Experience in startup culture - comfort with ambiguity and non-stop problem solving, building, and action Employee relations and investigations experience Extremely detail-oriented - you can't sleep at night if loose ends haven't been tied off Strong interest in process improvement - you love finding ways to make processes more efficient and streamlined Proficient with Google apps, especially Google Sheets - strong analytical and data manipulation skills, experience using pivot tables, creating charts and graphs Impeccable judgment and ability to handle confidential information Creative, innovative, passionate Excellent communication skills, both written & verbal BS/BA degree Preferred: Familiarity with BambooHR and Workday PHR, SPHR preferred Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.
Back To All Jobs Technical Project Manager, Tools and Automations Portland, OR Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally - having opened offices in Portland, Chicago, New York, and London so far in 2018. If you have a positive, proactive, startup mentality, and are interested in joining a highly disruptive business on the forefront of the burgeoning cryptocurrency industry, I'd encourage you to apply today. As the Technical Support Manager for the Tools and Analytics team, you will partner closely with the various functions across support and our engineering partners to drive projects that will help us scale and streamline operations. You will have the opportunity to be part of the ground team in shaping the operational strategy for Coinbase! Responsibilities: Manage the relationship between the various internal teams within Ops and external business units (ie. IT, Engineering, Product, Data, etc) to ensure projects are delivered on time. Function as an analyst and business partner to model, design, perform detailed requirement analysis, documenting processes, and build business solutions that improve how we operate. Proactively identify recurring issues or value-add areas and proposes process or systematic solutions. Collaborate with business partners to define requirements and manage expectations from project inception through delivery, including status updates, budget reconciliation, scope changes, etc. Analytically focused and able to leverage business insights to make well informed decisions. Interface with the application development team to validate test results for new applications, verifying that they meet the requirements of the business group. Maintain and document current and upcoming process flows. Lead "User Acceptance Testing" and training sessions with business units. Requirements: Motivated by Coinbase's mission and by creating a seamless support experience for our global customer base. BA/BS degree in Information Management Systems or equivalent experience 3-5 years of administration and project management experience on the Salesforce Sales or Service Cloud. In-depth understanding of the capabilities and constraints of Salesforce application. Demonstrated experience delivering large scale projects on a deadline. Excellent communication and receptive listening skills with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences. Excellent organizational and multitasking skills. Ability to be flexible to evolving needs of a high-growth and fast-paced organization. Preferred Qualifications: Knowledge or experience working on internal tools in support of an operations team. PMP or Scrum Master experience or certification is preferred. Experience working with Salesforce Service Cloud and related products. What to send: LinkedIn Profile Resume We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Sep 01, 2018
Back To All Jobs Technical Project Manager, Tools and Automations Portland, OR Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally - having opened offices in Portland, Chicago, New York, and London so far in 2018. If you have a positive, proactive, startup mentality, and are interested in joining a highly disruptive business on the forefront of the burgeoning cryptocurrency industry, I'd encourage you to apply today. As the Technical Support Manager for the Tools and Analytics team, you will partner closely with the various functions across support and our engineering partners to drive projects that will help us scale and streamline operations. You will have the opportunity to be part of the ground team in shaping the operational strategy for Coinbase! Responsibilities: Manage the relationship between the various internal teams within Ops and external business units (ie. IT, Engineering, Product, Data, etc) to ensure projects are delivered on time. Function as an analyst and business partner to model, design, perform detailed requirement analysis, documenting processes, and build business solutions that improve how we operate. Proactively identify recurring issues or value-add areas and proposes process or systematic solutions. Collaborate with business partners to define requirements and manage expectations from project inception through delivery, including status updates, budget reconciliation, scope changes, etc. Analytically focused and able to leverage business insights to make well informed decisions. Interface with the application development team to validate test results for new applications, verifying that they meet the requirements of the business group. Maintain and document current and upcoming process flows. Lead "User Acceptance Testing" and training sessions with business units. Requirements: Motivated by Coinbase's mission and by creating a seamless support experience for our global customer base. BA/BS degree in Information Management Systems or equivalent experience 3-5 years of administration and project management experience on the Salesforce Sales or Service Cloud. In-depth understanding of the capabilities and constraints of Salesforce application. Demonstrated experience delivering large scale projects on a deadline. Excellent communication and receptive listening skills with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences. Excellent organizational and multitasking skills. Ability to be flexible to evolving needs of a high-growth and fast-paced organization. Preferred Qualifications: Knowledge or experience working on internal tools in support of an operations team. PMP or Scrum Master experience or certification is preferred. Experience working with Salesforce Service Cloud and related products. What to send: LinkedIn Profile Resume We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Back To All Jobs Fraud Team Operations Manager Portland, OR Fraud risk is a challenging problem in the digital currency space. Every day, our fraud teams work to mitigate the damage caused by scams and abuse, while protecting our good customers with accurate decisions and quick responses. The adversaries targeting Coinbase use novel and sophisticated methods, so maintaining a diverse, organized, and capable team is required to outsmart them. Successfully responding to fraud threats requires constant awareness, and thinking several steps ahead. As a manager, you'll help build and lead a high functioning team of analysts. Developing the team's skills, capabilities, and fostering growth and innovation will help keep us on the right track as we build an open financial system for the world. Responsibilities: Maintain your team's fraud metrics at optimal levels Manage a team of high performance fraud analysts and recruit talent when necessary Focus on individual and team mentorship, career development, and employee engagement Serve as an escalation point for critical issues and incidents Utilize an in-depth understanding of metrics to make data-driven business decisions Continuously add value through effective project management, ruthless prioritization, clear communication, and efficient execution Requirements: Minimum of 7 years of relevant experience in financial services, and/or risk mitigation 2-4 years of direct management experience Experience scaling teams and resolving talent gaps Ability to communicate cross functionally within the Coinbase org, and own issues to resolution We look forward to seeing your skills here at Coinbase! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Aug 26, 2018
Back To All Jobs Fraud Team Operations Manager Portland, OR Fraud risk is a challenging problem in the digital currency space. Every day, our fraud teams work to mitigate the damage caused by scams and abuse, while protecting our good customers with accurate decisions and quick responses. The adversaries targeting Coinbase use novel and sophisticated methods, so maintaining a diverse, organized, and capable team is required to outsmart them. Successfully responding to fraud threats requires constant awareness, and thinking several steps ahead. As a manager, you'll help build and lead a high functioning team of analysts. Developing the team's skills, capabilities, and fostering growth and innovation will help keep us on the right track as we build an open financial system for the world. Responsibilities: Maintain your team's fraud metrics at optimal levels Manage a team of high performance fraud analysts and recruit talent when necessary Focus on individual and team mentorship, career development, and employee engagement Serve as an escalation point for critical issues and incidents Utilize an in-depth understanding of metrics to make data-driven business decisions Continuously add value through effective project management, ruthless prioritization, clear communication, and efficient execution Requirements: Minimum of 7 years of relevant experience in financial services, and/or risk mitigation 2-4 years of direct management experience Experience scaling teams and resolving talent gaps Ability to communicate cross functionally within the Coinbase org, and own issues to resolution We look forward to seeing your skills here at Coinbase! We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Back To All Jobs Regional Quality and Training Manager Portland, OR Coinbase's vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use. As a Regional Quality Manager for Coinbase, you'll lead a team of QA & trainers specialized across different process domains to positively impact our mission by upholding the integrity of quality data and utilizing QA to develop strong feedback loops. You'll work to make sure that the delivery of quality metrics is timely and reliable, while working closely with business stakeholders across the organization to improve performance and grow. Responsibilities: Responsible for management of T&Q operations for their region, including: Managing team of QA analysts and trainers by structuring a cohesive team processes, driving and fostering the development of their team members Review QA metrics for individual, workflow, and team-level adherence to SLAs Implementing audit-of-auditor processes and calibrations for internal/external teams to ensure consistency of data across the organization Monitoring error trends and team performance to provide recommendations for improvement plans Ensure timely delivery of day-to-day quality metrics from our internal and vendor teams Highlighting error gaps and improve the audit process to ensure clear, timely and actionable feedback is sent to internal/external teams to improve their performance Implementing new hire, policy update, and continuous education trainings for organizational development; using learning effectiveness metrics to measure training performance Manage vendor teams by reviewing adherence to QA SLAs, audit-of-auditor calibrations, vendor train-the-trainer programs, and gathering insights through QA analysis Perform weekly qualitative and quantitative analysis of QA performance; partnering with internal stakeholders to aggregate, prioritize and communicate top QA issues impacting the organization Work on strategic projects to help launch and integrate quality & training ramps for new products, policies, and support sites Keep updated with Coinbase policies, procedures and workflows through up-trainings Travel to Coinbase offices and/or vendor sites for check-ins and projects Requirements: 4+ years of relevant experience in financial services, technology, customer support operations, business operations, and/or quality management 3+ years of people management experience Experience with running a QA and/or training across a dynamic business needs Experience in project management and statistics Advanced understanding of Google apps, JIRA, Salesforce Service Cloud and Excel Strong communication skills in order to operate across multiple departments and stakeholders. Positive, growth-oriented mindset (You're energized by developing people's strengths and continuous learning!) Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. ** Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need) ** Preferred Qualifications: Experience with regulatory policies and support workflows (Compliance, Payments, Risk, Fraud) Knowledge of learning effectiveness models (Kirpatrick's, etc) COPC or Six Sigma Certification We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Aug 04, 2018
Back To All Jobs Regional Quality and Training Manager Portland, OR Coinbase's vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use. As a Regional Quality Manager for Coinbase, you'll lead a team of QA & trainers specialized across different process domains to positively impact our mission by upholding the integrity of quality data and utilizing QA to develop strong feedback loops. You'll work to make sure that the delivery of quality metrics is timely and reliable, while working closely with business stakeholders across the organization to improve performance and grow. Responsibilities: Responsible for management of T&Q operations for their region, including: Managing team of QA analysts and trainers by structuring a cohesive team processes, driving and fostering the development of their team members Review QA metrics for individual, workflow, and team-level adherence to SLAs Implementing audit-of-auditor processes and calibrations for internal/external teams to ensure consistency of data across the organization Monitoring error trends and team performance to provide recommendations for improvement plans Ensure timely delivery of day-to-day quality metrics from our internal and vendor teams Highlighting error gaps and improve the audit process to ensure clear, timely and actionable feedback is sent to internal/external teams to improve their performance Implementing new hire, policy update, and continuous education trainings for organizational development; using learning effectiveness metrics to measure training performance Manage vendor teams by reviewing adherence to QA SLAs, audit-of-auditor calibrations, vendor train-the-trainer programs, and gathering insights through QA analysis Perform weekly qualitative and quantitative analysis of QA performance; partnering with internal stakeholders to aggregate, prioritize and communicate top QA issues impacting the organization Work on strategic projects to help launch and integrate quality & training ramps for new products, policies, and support sites Keep updated with Coinbase policies, procedures and workflows through up-trainings Travel to Coinbase offices and/or vendor sites for check-ins and projects Requirements: 4+ years of relevant experience in financial services, technology, customer support operations, business operations, and/or quality management 3+ years of people management experience Experience with running a QA and/or training across a dynamic business needs Experience in project management and statistics Advanced understanding of Google apps, JIRA, Salesforce Service Cloud and Excel Strong communication skills in order to operate across multiple departments and stakeholders. Positive, growth-oriented mindset (You're energized by developing people's strengths and continuous learning!) Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. ** Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need) ** Preferred Qualifications: Experience with regulatory policies and support workflows (Compliance, Payments, Risk, Fraud) Knowledge of learning effectiveness models (Kirpatrick's, etc) COPC or Six Sigma Certification We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Mandatory Skills: ASIC Design Desirable Skills: VLSI-VERIFICATION PLANNING Job Description: Key skills required for the job are: ASIC Design-L3 (Mandatory) VLSI-VERIFICATION PLANNING-L3 High Speed SerDes integration with protocol controller/s like PCIe, USB, Ethernet and Debug Should have SoC and IP level Functional Verification experience of 5+ Yrs Good in code coverage analysis and closure, regression and functional verification closure Proficient in debugging and issue fixing Good in communication Good Customer Orientation Minimum work experience:> 10 YEARSYears Roles & Responsibilities: Minimum Experience Required: Mandatory Skills: ASIC Design VLSI-VERIFICATION PLANNING, Hardware Designing, ASIC Design Desirable Skills: VLSI-VERIFICATION PLANNING Language Skills: English Language
Jun 21, 2018
Permanent
Mandatory Skills: ASIC Design Desirable Skills: VLSI-VERIFICATION PLANNING Job Description: Key skills required for the job are: ASIC Design-L3 (Mandatory) VLSI-VERIFICATION PLANNING-L3 High Speed SerDes integration with protocol controller/s like PCIe, USB, Ethernet and Debug Should have SoC and IP level Functional Verification experience of 5+ Yrs Good in code coverage analysis and closure, regression and functional verification closure Proficient in debugging and issue fixing Good in communication Good Customer Orientation Minimum work experience:> 10 YEARSYears Roles & Responsibilities: Minimum Experience Required: Mandatory Skills: ASIC Design VLSI-VERIFICATION PLANNING, Hardware Designing, ASIC Design Desirable Skills: VLSI-VERIFICATION PLANNING Language Skills: English Language
Back To All Jobs Investigations Manager Portland, OR Coinbase exists to change the world. By creating an open financial system we will bring about more innovation, efficiency, and equality of opportunity on a global scale. Operating across 33 countries, Coinbase is the world's largest retail brokerage and exchange generating $1 billion in revenue for 2017. The Investigations Team is responsible for creating and implementing a best in class BSA/AML program in order to make Coinbase the most trusted digital asset exchange in the world. The Investigations Manager will be responsible for managing, coaching, and empowering a team of investigators in their daily tasks. This individual will report directly to the BSA Compliance Officer and ensure the smooth and effective operation of this program. Responsibilities: Manage a growing team of investigators in Portland while adding to the corporate culture of this new office. Become a subject matter expert in crypto investigation. Develop and improve policy/procedure with the oversight of the BSA Compliance Officer. Provide coaching to ensure the success of individual investigators. Complete ad hoc requests from the BSA Officer. Requirements: 5 years + in BSA/AML related work. 3+ years experience managing a team. ACAMS Certification (preferred). Passion for virtual currency. Working knowledge of the Bank Secrecy Act. What to send: LinkedIn Profile Resume We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Jun 20, 2018
Back To All Jobs Investigations Manager Portland, OR Coinbase exists to change the world. By creating an open financial system we will bring about more innovation, efficiency, and equality of opportunity on a global scale. Operating across 33 countries, Coinbase is the world's largest retail brokerage and exchange generating $1 billion in revenue for 2017. The Investigations Team is responsible for creating and implementing a best in class BSA/AML program in order to make Coinbase the most trusted digital asset exchange in the world. The Investigations Manager will be responsible for managing, coaching, and empowering a team of investigators in their daily tasks. This individual will report directly to the BSA Compliance Officer and ensure the smooth and effective operation of this program. Responsibilities: Manage a growing team of investigators in Portland while adding to the corporate culture of this new office. Become a subject matter expert in crypto investigation. Develop and improve policy/procedure with the oversight of the BSA Compliance Officer. Provide coaching to ensure the success of individual investigators. Complete ad hoc requests from the BSA Officer. Requirements: 5 years + in BSA/AML related work. 3+ years experience managing a team. ACAMS Certification (preferred). Passion for virtual currency. Working knowledge of the Bank Secrecy Act. What to send: LinkedIn Profile Resume We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Back To All Jobs Quality Analyst, Customer Support Operations Portland, OR Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Portland that will centralize our customer support function, helping ensure a world class customer experience. As a Support Quality Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . You'll help create consistency and accuracy in the organization through QA and process specializations. At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. If you're looking to work for a mission driven, employee first organization, please apply today. Responsibilities: Responsible for driving consistency for Coinbase Support by performing quality audits and analysis across multiple channels (voice, email, social and/or chat) for internal/vendor teams. Perform meta-quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes. Trains support analysts and vendor agent teams in onshore and offshore locations; conducts train-the-trainer certification and classroom evals for vendor teams Utilizes an in-depth understanding of metrics and workflows in order to analyze and report on quality trends and error analysis Collaborates with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities. Helps upkeep knowledge management material and process updates for their domain Provide QA & training insights, suggestions and feedback to managers and leads. Occasionally travel to onshore and offshore locations to train new analysts and vendor agents. Communicates with internal and external stakeholders in an effective, tactical, and empathetic manner. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must work business hours in one of the following shifts: Morning shift: 6:00 A.M. - 3:00 P.M. Mid-morning shift: 9:00 A.M. - 6:00 P.M. Minimum of 2 years of relevant experience, preferably in financial services, technology, quality & training, and/or customer support. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Strong critical thinking, problem solving, and organizational skills Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need). Preferred Qualifications: Experience with payments, fraud, account access, trust and safety or other relevant operational domains. Experience with training or quality analysis Comfortable with creating training content and knowledge management materials Exposure to different channels of support, including voice, email, social and/or chat. Availability to work on weekends. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in another language (non-English). We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Jun 08, 2018
Back To All Jobs Quality Analyst, Customer Support Operations Portland, OR Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Portland that will centralize our customer support function, helping ensure a world class customer experience. As a Support Quality Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . You'll help create consistency and accuracy in the organization through QA and process specializations. At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. If you're looking to work for a mission driven, employee first organization, please apply today. Responsibilities: Responsible for driving consistency for Coinbase Support by performing quality audits and analysis across multiple channels (voice, email, social and/or chat) for internal/vendor teams. Perform meta-quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes. Trains support analysts and vendor agent teams in onshore and offshore locations; conducts train-the-trainer certification and classroom evals for vendor teams Utilizes an in-depth understanding of metrics and workflows in order to analyze and report on quality trends and error analysis Collaborates with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities. Helps upkeep knowledge management material and process updates for their domain Provide QA & training insights, suggestions and feedback to managers and leads. Occasionally travel to onshore and offshore locations to train new analysts and vendor agents. Communicates with internal and external stakeholders in an effective, tactical, and empathetic manner. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must work business hours in one of the following shifts: Morning shift: 6:00 A.M. - 3:00 P.M. Mid-morning shift: 9:00 A.M. - 6:00 P.M. Minimum of 2 years of relevant experience, preferably in financial services, technology, quality & training, and/or customer support. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Strong critical thinking, problem solving, and organizational skills Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need). Preferred Qualifications: Experience with payments, fraud, account access, trust and safety or other relevant operational domains. Experience with training or quality analysis Comfortable with creating training content and knowledge management materials Exposure to different channels of support, including voice, email, social and/or chat. Availability to work on weekends. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in another language (non-English). We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Back To All Jobs Sr. Quality Analyst, Customer Support Operations Portland, OR Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Portland that will centralize our customer support function, helping ensure a world class customer experience. As a Senior Quality Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . You'll help drive quality for Customer Support through QA reviews, helping operationalize policies and procedures, and using analytical skills for process feedback. As a part of the QA organization, you enjoy getting to the bottom of things and using those insights to support your team. At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. If you're looking to work for a mission driven, employee first organization, please apply today. Responsibilities: Responsible for driving consistency for Coinbase Support by performing quality audits and analysis across multiple channels (voice, email, social and/or chat) for internal/vendor teams as a senior domain expert Operationalize and standardize new and existing policies, processes and procedures by reviewing QA scorecards and structuring appropriate training material. Train and mentor support analysts and vendor agent teams in onshore and offshore locations; conduct train-the-trainer certification and classroom evals for vendor teams. Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities. Perform meta-quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes Communicate with internal and external stakeholders in an effective, organized, and empathetic manner. Utilize an in-depth understanding of metrics and workflows in order to analyze and report on trends, issues, and quality defects. Helps upkeep knowledge management material and process updates for their domain Utilize data to provide insights and recommended action plans to improve program QA Occasionally travel to onshore and offshore locations to train new analysts and vendor agents. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must be available to work standard business hours Minimum of 4 years of relevant experience, preferably in financial services, technology and/or customer support. Experience with training, quality management, and/pr process excellence frameworks Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need). Preferred Qualifications: Experience with payments, fraud, account access, compliance, trust and safety or other relevant operational domains. Prior experience with creating training content and knowledge management materials Exposure to different channels of support, including voice, email, social and/or chat. Availability to work on weekends. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in another language (non-English).
Jun 08, 2018
Back To All Jobs Sr. Quality Analyst, Customer Support Operations Portland, OR Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series D funding in August 2017, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York and London, we are now launching a Center of Excellence in Portland that will centralize our customer support function, helping ensure a world class customer experience. As a Senior Quality Analyst, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission . You'll help drive quality for Customer Support through QA reviews, helping operationalize policies and procedures, and using analytical skills for process feedback. As a part of the QA organization, you enjoy getting to the bottom of things and using those insights to support your team. At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. If you're looking to work for a mission driven, employee first organization, please apply today. Responsibilities: Responsible for driving consistency for Coinbase Support by performing quality audits and analysis across multiple channels (voice, email, social and/or chat) for internal/vendor teams as a senior domain expert Operationalize and standardize new and existing policies, processes and procedures by reviewing QA scorecards and structuring appropriate training material. Train and mentor support analysts and vendor agent teams in onshore and offshore locations; conduct train-the-trainer certification and classroom evals for vendor teams. Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities. Perform meta-quality audits for internal / external teams to review quality calibration, defect trends, and quality disputes Communicate with internal and external stakeholders in an effective, organized, and empathetic manner. Utilize an in-depth understanding of metrics and workflows in order to analyze and report on trends, issues, and quality defects. Helps upkeep knowledge management material and process updates for their domain Utilize data to provide insights and recommended action plans to improve program QA Occasionally travel to onshore and offshore locations to train new analysts and vendor agents. Requirements: Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. Must be available to work standard business hours Minimum of 4 years of relevant experience, preferably in financial services, technology and/or customer support. Experience with training, quality management, and/pr process excellence frameworks Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need). Preferred Qualifications: Experience with payments, fraud, account access, compliance, trust and safety or other relevant operational domains. Prior experience with creating training content and knowledge management materials Exposure to different channels of support, including voice, email, social and/or chat. Availability to work on weekends. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Proficiency in another language (non-English).
