Supervisor, Customer Success Team (Remote-Cyprus) · Coinbase

Sat, 18 Apr 2026 15:43:47 GMT
Finance

Coinbase · Remote - Cyprus · €36.100-€36.100 EUR · remote

Ready to be pushed beyond what you think you’re capable of?

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