Customer Support Manager - GDAX

  • Coinbase
  • 780 Mission St, San Francisco, CA 94103, USA
  • Aug 04, 2017

Job Description

Back To All Jobs Customer Support Manager - GDAX
San Francisco

Our mission is to create an open financial system for the world. As a Manager of our GDAX Customer Support team, you will manage a team of professionals providing support through email and other channels to a global and rapidly growing customer base. Through your mentoring, your team will be engaged and effective and will be set up up to achieve team and individual goals. You will use internal support metrics and themes to improve the way GDAX provides support to customers. You will use analytics from Support to provide feedback to Product teams. As the team continues to grow, you will manage larger projects to scale the team.

 

Responsibilities
  • Manage the global GDAX Support Team to ensure they are engaged, efficient, growing professionally, and contributing effectively
  • Set team and individual members' goals, provide feedback, and measure and report on results
  • Help build and improve the GDAX Support Team through recruiting, training, vendor relationship management, and process development
  • Own and develop the relationship with support staffing partners to ensure focus, quality, and scalability
  • Take a strategic approach to anticipate future support staffing requirements based on product and market signals

 

Requirements
  • At least 3 years of direct people management experience
  • A succinct communication style and action-oriented approach to problem solving
  • Experience with people management as a discipline
  • Proven ability to manage complex, cross-functional projects
  • A data driven mindset and experience working with detailed support metrics
  • Management of remotely distributed team members
  • Experience performing front lines support for a rapidly growing technology or payments company

What to send
  • Resume and Cover Letter
  • A brief answer to the following question: What about this role is most appealing to you?

 

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.