Supervisor, Customer Success Team
$34,295–$36,100 year
RemoteCyprus
Job Summary
Lead a team of CX agents and QA analysts supporting Coinbase Financial Services Europe customers across phone, chat, and email, driving performance and regulatory compliance. Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, while reviewing recorded communications to verify adherence to MiFID and CySEC conduct-of-business standards. Partner with Compliance, Legal, AML, Operations, and Training to translate regulatory requirements into actionable processes and coach agents on QA outcomes. Manage customer and regulatory-sensitive escalations through root-cause analysis, report CX quality and compliance KPIs to senior stakeholders, and utilize generative AI responsibly to drive workflow efficiency. Based in Cyprus with availability to support shift patterns aligned to CBFSE operating hours.
Required Qualifications
- 3+ years of experience in customer support or customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment
- 1-2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities
- Working knowledge of MiFID II and CySEC conduct-of-business requirements for client communications, including clear/fair/not misleading standards, disclosures, and complaints handling
- Holds or is willing to obtain relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training within a defined timeframe
- Demonstrated ability to analyze QA data, identify compliance trends, and translate findings into structured coaching and process improvements
- Based in Cyprus
- Availability to support shift patterns aligned to CBFSE operating hours and regulatory needs
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
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