{"version":"0.1","company":{"name":"YubHub","url":"https://yubhub.co","jobsUrl":"https://yubhub.co/jobs/skill/cysec"},"x-facet":{"type":"skill","slug":"cysec","display":"Cysec","count":1},"x-feed-size-limit":100,"x-feed-sort":"enriched_at desc","x-feed-notice":"This feed contains at most 100 jobs (the most recently enriched). For the full corpus, use the paginated /stats/by-facet endpoint or /search.","x-generator":"yubhub-xml-generator","x-rights":"Free to redistribute with attribution: \"Data by YubHub (https://yubhub.co)\"","x-schema":"Each entry in `jobs` follows https://schema.org/JobPosting. YubHub-native raw fields carry `x-` prefix.","jobs":[{"@context":"https://schema.org","@type":"JobPosting","identifier":{"@type":"PropertyValue","name":"YubHub","value":"job_e15fe162-5b7"},"title":"Supervisor, Customer Success Team (Remote-Cyprus)","description":"<p>Ready to be pushed beyond what you think you’re capable of?</p>\n<p>At Coinbase, our mission is to increase economic freedom in the world.</p>\n<p>We&#39;re seeking a Supervisor, Customer Success Team to join our team in Cyprus.</p>\n<p>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.</p>\n<p>Ownership &amp; impact</p>\n<p>In this role, you will:</p>\n<ul>\n<li>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.</li>\n</ul>\n<ul>\n<li>Own the CX quality assurance framework for Cyprus , including scorecards, sampling methodology, and calibration processes , and drive continuous improvement in quality and compliance metrics.</li>\n</ul>\n<ul>\n<li>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).</li>\n</ul>\n<ul>\n<li>Provide structured, actionable feedback and coaching to CX agents based on QA outcomes; partner with Training to address recurring gaps.</li>\n</ul>\n<ul>\n<li>Partner with Compliance, Legal, AML, and Operations to translate regulatory requirements into practical CX processes, scripts, and knowledge base content.</li>\n</ul>\n<ul>\n<li>Ensure communication record-keeping and evidence (QA logs, samples, remediation tracking) meet internal policy and regulatory expectations.</li>\n</ul>\n<ul>\n<li>Handle customer and regulatory-sensitive escalations, performing root-cause analysis and driving remediation to prevent recurrence.</li>\n</ul>\n<ul>\n<li>Track and report CX quality and compliance KPIs for Cyprus, highlighting key trends, risks, and proposed improvements to senior stakeholders.</li>\n</ul>\n<p>Minimum qualifications</p>\n<ul>\n<li>3+ years of experience in customer support / customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment.</li>\n</ul>\n<ul>\n<li>1–2+ years of experience in a team lead, supervisor, or QA role, including coaching front-line staff and running structured quality reviews.</li>\n</ul>\n<ul>\n<li>Strong working knowledge of MiFID II / CySEC conduct-of-business requirements related to client communications (e.g., clear, fair, not misleading; disclosures; complaints handling).</li>\n</ul>\n<ul>\n<li>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.</li>\n</ul>\n<ul>\n<li>Excellent written and verbal communication skills in English; ability to give clear, direct feedback and influence cross-functional partners.</li>\n</ul>\n<ul>\n<li>High attention to detail, strong analytical skills, and comfort working with metrics, QA data, and trends.</li>\n</ul>\n<ul>\n<li>Based in Cyprus, with ability to support a shift pattern aligned to CBFSE operating hours and regulatory needs.</li>\n</ul>\n<ul>\n<li>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.</li>\n</ul>\n<p>Nice to haves</p>\n<ul>\n<li>Prior experience in a MiFID-regulated CX / QA / Compliance monitoring role (e.g., investment firm, broker, bank, CySEC-regulated entity).</li>\n</ul>\n<ul>\n<li>Advanced CySEC certifications and/or AML/Compliance qualifications.</li>\n</ul>\n<ul>\n<li>Experience supporting crypto, trading, or brokerage products, and familiarity with Coinbase products.</li>\n</ul>\n<ul>\n<li>Fluency in Greek or additional EU languages.</li>\n</ul>\n<p>Position ID: P76422 #LI-Remote</p>\n<p style=\"margin-top:24px;font-size:13px;color:#666;\">XML job scraping automation by <a href=\"https://yubhub.co\">YubHub</a></p>","url":"https://yubhub.co/jobs/job_e15fe162-5b7","directApply":true,"hiringOrganization":{"@type":"Organization","name":"Coinbase","sameAs":"https://www.coinbase.com/","logo":"https://logos.yubhub.co/coinbase.com.png"},"x-apply-url":"https://job-boards.greenhouse.io/coinbase/jobs/7759744","x-work-arrangement":"remote","x-experience-level":"senior","x-job-type":"full-time","x-salary-range":"€36.100-€36.100 EUR","x-skills-required":["Customer Support","Customer Experience","Financial Services","Brokerage","Trading","Payments","Regulatory Compliance","MiFID II","CySEC","Conduct-of-Business Requirements","Client Communications","Disclosures","Complaints Handling","Quality Assurance","Sampling Methodology","Calibration Processes","Communication Record-Keeping","Evidence","Root-Cause Analysis","Remediation","KPIs","Trends","Risks","Proposed Improvements"],"x-skills-preferred":[],"datePosted":"2026-04-18T15:43:47.421Z","jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote - Cyprus"}},"jobLocationType":"TELECOMMUTE","employmentType":"FULL_TIME","occupationalCategory":"Finance","industry":"Finance","skills":"Customer Support, Customer Experience, Financial Services, Brokerage, Trading, Payments, Regulatory Compliance, MiFID II, CySEC, Conduct-of-Business Requirements, Client Communications, Disclosures, Complaints Handling, Quality Assurance, Sampling Methodology, Calibration Processes, Communication Record-Keeping, Evidence, Root-Cause Analysis, Remediation, KPIs, Trends, Risks, Proposed Improvements"}]}