Supervisor, Customer Success Team (Remote-Cyprus)

About the Role

The Customer Success team supports Coinbase Financial Services Europe Ltd (CBFSE), our MiFID-regulated entity in Cyprus, by delivering high-quality, compliant support across phone, chat and email. As a CX Supervisor, you will lead a team focused on monitoring and improving the quality and regulatory compliance of all customer communications, acting as a key line of defence to ensure interactions are clear, fair, not misleading, and fully aligned with CySEC / MiFID requirements.

Ownership & Impact

In this role, you will:

• Lead a team of CX agents and/or QA analysts supporting CBFSE customers across multiple channels (phone, chat, email), driving performance and ensuring consistent delivery of high-quality, compliant customer interactions.
• Own the CX quality assurance framework for Cyprus — including scorecards, sampling methodology, and calibration processes — and drive continuous improvement in quality and compliance metrics.
• Review recorded communications (calls, chats, emails) to ensure interactions are accurate, professional, and adhere to MiFID / CySEC standards (e.g., clear, fair, not misleading; appropriate risk warnings; no unauthorised investment advice).
• Provide structured, actionable feedback and coaching to CX agents based on QA outcomes; partner with Training to address recurring gaps.
• Partner with Compliance, Legal, AML, and Operations to translate regulatory requirements into practical CX processes, scripts, and knowledge base content.
• Ensure communication record-keeping and documentation standards are maintained.

About Coinbase

At Coinbase, our mission is to increase economic freedom in the world. We're building the emerging onchain platform and the future global financial system. We seek passionate individuals who believe in the power of crypto and blockchain technology, who want to make their mark on the world, and who actively seek feedback to keep improving.

Our culture is intense and high-performing. In-person participation is required throughout the year, with team and company-wide offsites held multiple times annually to foster collaboration, connection, and alignment.