About this role

▸about Coinbase — company background

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

As an Associate Manager, Premium & Wealth CX, you'll lead the team responsible for delivering white-glove support to Coinbase's highest-value customers, including High Net Worth, Ultra High Net Worth, and VIP segments across our International markets. The Premium & Wealth pillar within Customer Experience is the dedicated home for relationship-led, high-touch service that keeps our most sophisticated customers confident and supported. You'll own day-to-day operations, people leadership, and service quality for your vertical, partnering closely with Compliance, Risk, and cross-functional teams to scale a support model that is fast, accurate, risk-aware, and trusted within a non-advisory framework.

What you'll do:

Own operational performance for your vertical, including SLA attainment, CSAT, QA scores, backlog health, repeat contacts, and complaint rates, using data and trend analysis to drive measurable improvements

Lead, coach, and develop a team of Specialists, setting clear expectations through regular 1:1s, performance reviews, and building a pipeline of future leaders

Drive a high-touch support model centered on trusted 1:1 customer relationships, deep specialist knowledge, and end-to-end case ownership that minimizes handoffs for complex trading, account, and funding issues

Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to ensure workflows, escalations, and coverage models meet regulatory expectations

Execute real-time staffing, routing, and escalation decisions during market events, incidents, or volume spikes to protect customer outcomes across channels and time zones

Build process improvements by converting customer feedback, defects, and root causes into SOP, tooling, and policy changes in partnership with Product, Analytics, QA, and Learning and Development

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