Coinbase7 дней назад
Supervisor, Customer Success Team
Зарплата не указана
Remote - Cyprus
Обязанности
- 01Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance across all channels
- 02Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics
- 03Review recorded customer communications to verify adherence to MiFID and CySEC conduct-of-business standards, including risk warnings, disclosure requirements, and prohibition of unauthorized investment advice
- 04Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable CX processes, scripts, and knowledge base content, and coach agents on QA outcomes
- 05Manage customer and regulatory-sensitive escalations through root-cause analysis and remediation, and report CX quality and compliance KPIs to senior stakeholders with trend analysis and improvement recommendations
Требования
- 013+ years of experience in customer support or customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment, including 1-2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities
- 02Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear/fair/not misleading standards, disclosures, and complaints handling
- 03Holds or is willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training within a defined timeframe
- 04Demonstrated ability to analyze QA data, identify compliance trends, and translate findings into structured coaching and process improvements
- 05Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours and regulatory needs
Условия
- 01Annual base salary range (excluding equity and bonus): €34.295 — €36.100 EUR
- 02Remote-first company with quarterly in-person working sessions called surges
- 03Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision)