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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At Valvoline Global Operations, we're proud to be The Original Motor Oil, but we've never rested on being first. Founded in 1866, we introduced the world's first branded motor oil, staking our claim as a pioneer in the automotive and industrial solutions industry.

Job Purpose

The Senior Technology Manager - Middle East & Africa leads all technical services and customer technical support activities across the Middle East & Africa region with a particular focus on KSA. Reporting directly to the Global Technical Services & Field-Testing Director, this role is a key member of the MEA Management Team and serves as point of contact between the MEA region and Global R&D.

How You Make an Impact (Job Accountabilities)

Technical Leadership & Coordination

• Lead and oversee all technical service and support activities across MEA.
• Build and coach the regional technical services team.
• Act as the primary interface with Global R&D. Provide leadership updates to Management Team.

Cross-Functional Collaboration

• Partner with Sales, Marketing, Product Strategy, and R&D to support product launches, business development, and go-to-market strategies.
• Deliver technical insights and ensure transparent reporting to regional and global leadership.

Key Customers & OEM Support

• Provide executive oversight on technical support to OEMs, distributors, fleets, and industrial clients.
• Personally manage strategic customers where required. Coach the team on technical proposals, oil analysis, training, and troubleshooting.

Field Testing & Product Validation

• Direct regional field trials, ensuring rigorous planning, monitoring, and execution.
• Oversee data acquisition and analysis with R&D to support approvals and product improvement.

Complaints Handling

• Lead resolution of high-impact customer complaints through structured root cause analysis.
• Collaborate with quality and supply chain to prevent recurrence.

Product recommendation / market insights

• Provide market intelligence to Global R&D and Marketing.
• Translate customer needs and competitor insights into product recommendations.

Manage technical CVPs / Services

• Oversee development of technical customer value propositions and service offerings.
• Manage oil analysis programs and condition monitoring systems.

HSSE Leadership & Coaching

• Ensure a strong safety culture by coaching the technical services team on health, safety, security, and environmental compliance. Actively monitor adherence to regulations and corporate HSSE standards.

Training & Knowledge Development

• Design and oversee regional training plans for internal staff and external stakeholders. Lead execution of technical seminars, customer events, product launches, and internal enablement sessions. Ensure training programs align with commercial growth objectives.

What You Bring to the Role (Job Qualifications / Education / Skills / Requirements / Capabilities)

• Bachelor’s degree in mechanical engineering or related field required, Master’s preferred.
• Proficiency in Arabic and English required.
• 10+ years in technical services, lubricants, or related industries, with at least 5 years in a leadership role.
• Proven track record in field testing, complaint handling, and customer technical engagement across multiple countries.
• CLS (Certified Lubrication Specialist) or equivalent desirable.

Competencies Desired

Candidates with the following will be given preferential consideration:

• Strong leadership and team-building skills.
• Technical depth in lubricants and mechanical systems.
• Skilled in managing field trials and analyzing performance data.
• Strategic mindset with commercial acumen.
• Strong stakeholder management and communication skills.
• Commitment to safety and compliance.

Working Conditions / Physical Requirements / Travel Requirements

• _Working Conditions / Physical Requirements_: Office setting
• _Travel Requirements_: up to 30% including international travel across MEA

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