At Coinbase, our mission is to increase economic freedom in the world.

We're seeking a Supervisor, Customer Success Team to join our team in Cyprus.

As a Supervisor, Customer Success Team, you will lead a team focused on monitoring and improving the quality and regulatory compliance of all customer communications, acting as a key line of defence to ensure interactions are clear, fair, not misleading, and fully aligned with CySEC / MiFID requirements.

Ownership & impact

In this role, you will:

• Lead a team of CX agents and/or QA analysts supporting CBFSE customers across multiple channels (phone, chat, email), driving performance and ensuring consistent delivery of high-quality, compliant customer interactions.

• Own the CX quality assurance framework for Cyprus , including scorecards, sampling methodology, and calibration processes , and drive continuous improvement in quality and compliance metrics.

• Review recorded communications (calls, chats, emails) to ensure interactions are accurate, professional, and adhere to MiFID / CySEC standards (e.g., clear, fair, not misleading; appropriate risk warnings; no unauthorised investment advice).

• Provide structured, actionable feedback and coaching to CX agents based on QA outcomes; partner with Training to address recurring gaps.

• Partner with Compliance, Legal, AML, and Operations to translate regulatory requirements into practical CX processes, scripts, and knowledge base content.

• Ensure communication record-keeping and evidence (QA logs, samples, remediation tracking) meet internal policy and regulatory expectations.

• Handle customer and regulatory-sensitive escalations, performing root-cause analysis and driving remediation to prevent recurrence.

• Track and report CX quality and compliance KPIs for Cyprus, highlighting key trends, risks, and proposed improvements to senior stakeholders.

Minimum qualifications

• 3+ years of experience in customer support / customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment.

• 1–2+ years of experience in a team lead, supervisor, or QA role, including coaching front-line staff and running structured quality reviews.

• Strong working knowledge of MiFID II / CySEC conduct-of-business requirements related to client communications (e.g., clear, fair, not misleading; disclosures; complaints handling).

• Holds (or is willing to obtain within a defined timeframe) relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training as required for the role.

• Excellent written and verbal communication skills in English; ability to give clear, direct feedback and influence cross-functional partners.

• High attention to detail, strong analytical skills, and comfort working with metrics, QA data, and trends.

• Based in Cyprus, with ability to support a shift pattern aligned to CBFSE operating hours and regulatory needs.

• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.

Nice to haves

• Prior experience in a MiFID-regulated CX / QA / Compliance monitoring role (e.g., investment firm, broker, bank, CySEC-regulated entity).

• Advanced CySEC certifications and/or AML/Compliance qualifications.

• Experience supporting crypto, trading, or brokerage products, and familiarity with Coinbase products.

• Fluency in Greek or additional EU languages.

Position ID: P76422 #LI-Remote

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You'll lead the strategy, design, and execution of our QA program across FTE and vendor teams. Early on, you may be hands-on in building frameworks, calibrating reviews, and establishing reporting. As the program scales, you'll build and lead a team responsible for quality reviews, calibration, and performance insights across Support.

You'll work cross-functionally with Support, Learning & Knowledge, Support Operations, Product, and Engineering to ensure quality insights directly drive training, workflow improvements, automation strategy, and product feedback.

Responsibilities

• Build and lead the Support QA program, including evaluation frameworks, scoring models, review workflows, and calibration processes.
• Hire, develop, and manage QA specialists or analysts as the program scales.
• Define quality standards across ticket support, technical troubleshooting, and customer communication.
• Establish QA coverage strategy across FTE and vendor support teams.
• Lead calibration programs to ensure consistent quality standards across reviewers, teams, and regions.
• Partner with Learning & Knowledge to turn QA insights into training, onboarding improvements, and coaching strategies.
• Partner with Support Operations to embed quality signals into dashboards, reporting, and performance frameworks.
• Define and evolve quality standards for AI-assisted support, including agent assist usage, automation handoffs, and AI-generated content quality.
• Utilize Replit to build internal tooling and recommend external tooling when necessary to improve QA workflows and program scalability.
• Define and track key quality metrics (QA trends, CSAT correlation, escalation rate, escalation rate, repeat contact rate, policy adherence) and report insights to Support leadership.

Requirements

• 5+ years in Support Quality, Support Operations, Technical Support, or similar roles in a technology company.
• 2+ years in a people management or team leadership capacity.
• Experience building or significantly evolving a QA program, framework, or evaluation system.
• Strong understanding of customer support workflows, ticket lifecycle, and escalation patterns.
• Experience working with support platforms (Zendesk or similar) and QA tooling or review workflows.
• Strong analytical mindset with experience using data to identify trends and drive performance improvements.
• Experience working cross-functionally with Support leadership, Operations, and Enablement or Training teams.
• Strong written and verbal communication skills, including delivering structured performance feedback and coaching guidance.
• Experience working in fast-moving product environments with frequent releases and evolving workflows.
• Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve workflows, knowledge creation, training, or support operations.
• Experience managing or influencing quality across vendor or BPO support environments.

Nice to Have

• Experience designing QA programs for technical or developer-focused support environments.
• Experience building QA programs that support both human and AI-assisted support interactions.
• Experience partnering on support automation, routing, or workflow design decisions.
• Experience building QA dashboards, reporting frameworks, or performance analytics models.
• Background in coaching, enablement, or performance improvement programs.
• Experience scaling QA programs in high-growth or early-stage environments.

Bonus Points

• Has used Replit and built internal tooling
• Experience working with IDEs, terminals, or other common developer tools.

What We Value

• Problem-solving mindset: Ability to approach complex operational challenges systematically and devise effective solutions
• Self-directed and autonomous: Capable of working independently while collaborating effectively with cross-functional teams
• Strong communication skills: Ability to explain complex technical concepts to both technical and non-technical audiences
• Continuous learning: Passion for staying current with industry best practices and new technologies
• Focus on automation: Strong belief in automating repetitive tasks and building self-healing systems

Full-Time Employee Benefits Include

• Competitive Salary & Equity
• 401(k) Program with a 4% match
• Health, Dental, Vision and Life Insurance
• Short Term and Long Term Disability
• Paid Parental, Medical, Caregiver Leave
• Commuter Benefits
• Monthly Wellness Stipend
• Autonomous Work Environment
• In Office Set-Up Reimbursement
• Flexible Time Off (FTO) + Holidays
• Quarterly Team Gatherings
• In Office Amenities

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