Senior Manager, Voice of the Customer Programs



Customer Service
United States · Remote
Posted on Wednesday, June 5, 2024

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

  • You’ve got positive energy. You’re optimistic about the future and determined to get there.
  • You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
  • You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
  • You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
  • You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
  • You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

As the Senior Manager of Voice of the Customer (VoC) programs, you will lead our enterprise culture of Customer Focus by building mechanisms that help leaders across the globe connect to the front line and individual customer experiences. You and your team will build upon our partnership with the Coinbase Product organization to develop and implement new customer features through problem statements supported with data and anecdotes. This role is responsible for providing both strategic and tactical leadership across our VoC team and upstream development teams to ensure our product strategies utilize customer feedback, insights and market intelligence.

In addition, this role will influence the Customer Service experience to build mechanisms that will improve the support provided to our customers and own key results to measure the impact to the enterprise culture of Customer Focus across Coinbase.

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

  • In partnership with our Product, Engineering and Design teams, you will create and manage mechanisms that connect leaders to the voice of our customers.
  • Use data and customer anecdotes to identify opportunities for new customer facing features.
  • Scale existing customer insight processes within to create a cycle of continuous improvement for our products.
  • Create a data-driven environment within VoC by holding a high bar for your team’s ability to dive deep using customer insights and business metrics.
  • Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends and Coinbase technology into our goals and objectives for Customer Support.
  • Incorporate market and competitor research to develop key insights that provide inputs to the Coinbase product design decisions.

What We Look For in You (Job Requirements):

  • Mission-Driven: Motivated by Coinbase’s mission and committed to crafting a seamless support experience for our global customer base.
  • Experience: Minimum of 8 years of proven experience in customer service technology and/or customer support, including building and scaling VoC programs.
  • Leadership: Minimum of 3 years of direct management experience, including managing people managers.
  • Industry Knowledge: Experience in financial services and familiarity with global regulatory due diligence requirements.
  • Adaptability: Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization.
  • US-based to enhance affinity with customers and support US-based products and stakeholders

ID: 59956

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
Pay Range:
$187,000$220,000 USD

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please complete this intake form to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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