Supervisor, Executive Escalation Support

As a Supervisor for the Executive Escalation Support Team, you will lead a specialized team of customer-focused support analysts who own high-value customer relationships that are essential to Coinbase achieving its mission. Using your customer support, operations, and team leadership skills you will play a crucial role, ensuring we deliver an outstanding high-value customer experience globally. You'll supervise a team of analysts who respond to requests directly from the Executive, Legal and Communication teams. Providing a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution. Handle customer escalations to resolution, including collaborating across teams of subject matter specialists. Model an investigative mentality to help address critical customer issues at the root cause. Represent and advocate for the customer across organizations to drive impactful changes. Champion clear communication with internal and external partners to align on solutions and drive results. Serve as an escalation point for the Customer Experience organization. Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase. Identify opportunities to enhance the customers experience with Coinbase, unlocking potential to adopt additional features, services, and products. Occasionally travel to onshore and offshore locations to train new analysts.