Senior Manager - GCS International Programs

The Coinbase Customer Experience (CX) organization plays a critical role in achieving our mission. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. More specifically, the Consumer Operations team is passionate about providing world class support and client services across our entire suite of products. 

We’re looking for a customer focused, globally minded leader to manage and grow our International Consumer Support Programs team. In this role, you’ll drive the strategy and execution behind a world-class support experience—one that scales globally but feels local to our customers.

You’ll lead a small, high-impact team focused on optimizing our global support model across both agent-handled interactions and self-service/automation across numerous partner teams. You’ll also own support readiness for international launches, ensuring we deliver quality and consistency in every country we serve.

This role is highly cross-functional and visible—you’ll regularly present to country directors, regional MDs, and regulators, making sure our support experience earns customer trust and exceeds competitor experiences.

What you’ll be doing (ie. job duties):

• Lead and develop a global team responsible for improving support programs and processes across regions.
• Own support readiness for international launches, from planning through execution.
• Partner with Product, Ops, Legal, and Regional teams to localize support models while maintaining global consistency.
• Drive innovation across support channels (agent, automation, and self-service) to improve customer satisfaction and efficiency.
• Identify and resolve gaps in customer experience by leveraging data, feedback, and competitive insights.
• Regularly report on program performance to senior stakeholders and regulators.
• Benchmark global support trends and competitor models to inform strategy.
• Ensure support policies and processes meet regulatory expectations in each market.

What we look for in you (ie. job requirements):

• Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base, including a deep passion for products within the broader crypto space.
• 6+ years of proven experience in financial services, technology and/or customer support leading large teams across multiple countries/ regions.
• Subject matter expertise in customer support, payments (fiat or crypto), compliance, risk operations and/or client services.
• Experience working with global outsourcing providers and senior leadership.
• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. •
• Experience managing or mentoring a team.
• Strong cross-functional leadership and communication skills.
• Comfort presenting to executive audiences and external stakeholders.
• A balance of strategic thinking and operational execution.
• Passion for improving the customer experience and adapting it to local needs.
• Travel requirements up to 25% to Coinbase offices and vendor locations (depending on business need).

Nice to haves:

• Familiarity with regulatory engagement or reporting in a customer support context.
• Fluency in another language or experience working in multicultural environments.
• Advanced degree in business, finance, customer experience and/or crypto.
• Deep understanding of Google apps, JIRA, Salesforce Service Cloud.

Job #: P69644