Supervisor, Customer Success Team

About the Role

The Customer Success team within Customer Experience supports Coinbase Financial Services Europe Ltd (CBFSE), our MiFID-regulated entity in Cyprus, delivering compliant support across phone, chat, and email. As a CX Supervisor, you'll lead a team responsible for monitoring and improving the quality and regulatory compliance of all customer communications, ensuring interactions are clear, fair, and fully aligned with CySEC and MiFID requirements.

What you'll do:

• Lead a team of CX agents and QA analysts supporting CBFSE customers across phone, chat, and email, driving performance and regulatory compliance across all channels.
• Own the CX quality assurance framework for Cyprus, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and compliance metrics.
• Review 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.
• Partner 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.
• Manage 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.

Required Skills and Experience:

• 3+ 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.
• 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 with 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.