Supervisor, Customer Success Team (Remote-Cyprus)
WFA Digital Insight
The demand for skilled customer success professionals in the fintech space has grown significantly, with a 25% increase in job openings over the past year. As companies like Coinbase continue to expand their global presence, the need for experts who can navigate complex regulatory environments has become paramount. With its strong focus on compliance and customer experience, this role stands out as an exciting opportunity for those looking to make a meaningful impact in the industry. Before applying, candidates should be prepared to demonstrate their knowledge of MiFID II and CySEC conduct-of-business requirements, as well as their experience in leading high-performing teams.
Job Description
About the Role
The Supervisor, Customer Success Team, will play a critical role in driving the success of Coinbase's Customer Success team in Cyprus. As a key member of the team, you will be responsible for leading a team of customer experience agents and quality assurance analysts, ensuring that all customer interactions meet the highest standards of quality and compliance. The role entails collaborating closely with cross-functional teams, including Compliance, Legal, and Operations, to translate regulatory requirements into practical customer experience processes.The team's mission is to deliver exceptional customer experiences while maintaining the highest levels of compliance with regulatory requirements. As a Supervisor, you will be responsible for driving the team's performance, providing coaching and feedback, and identifying areas for improvement. Your expertise in customer experience, compliance, and team leadership will be essential in ensuring the team's success.
What You Will Do
- Lead a team of customer experience agents and quality assurance analysts, providing guidance, coaching, and feedback to ensure high-quality performance
- Develop and implement quality assurance frameworks, including scorecards, sampling methodology, and calibration processes
- Collaborate with cross-functional teams, including Compliance, Legal, and Operations, to translate regulatory requirements into practical customer experience processes
- Review recorded customer interactions to ensure accuracy, professionalism, and compliance with regulatory requirements
- Provide structured, actionable feedback and coaching to customer experience agents based on quality assurance outcomes
- Partner with Training to address recurring gaps in knowledge or skills
- Ensure communication record-keeping and evidence meet internal policy and regulatory expectations
- Handle customer and regulatory-sensitive escalations, performing root-cause analysis and driving remediation to prevent recurrence
- Track and report customer experience quality and compliance KPIs, highlighting key trends, risks, and proposed improvements to senior stakeholders
- Develop and maintain a deep understanding of MiFID II and CySEC conduct-of-business requirements related to client communications
- Stay up-to-date with industry developments, trends, and best practices in customer experience and compliance
What We Are Looking For
- 3+ years of experience in customer support or customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment
- 1-2+ years of experience in a team lead, supervisor, or quality assurance role, including coaching front-line staff and running structured quality reviews
- Strong working knowledge of MiFID II and CySEC conduct-of-business requirements related to client communications
- Relevant CySEC certification (e.g., Basic or Advanced Examination) and MiFID/AML training as required for the role
- Excellent written and verbal communication skills in English, with the ability to give clear, direct feedback and influence cross-functional teams
- Strong analytical and problem-solving skills, with the ability to analyze complex data sets and identify trends and insights
- Experience working in a fast-paced, dynamic environment, with the ability to adapt to changing priorities and deadlines
Nice to Have
- Experience working in a fintech or cryptocurrency company
- Knowledge of regulatory requirements related to customer communications, such as GDPR and AML
- Experience with quality assurance software and tools, such as scorecards and calibration processes
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a leading fintech company and make a meaningful impact in the industry
- Collaborative, dynamic work environment with a team of experienced professionals
- Professional development opportunities, including training and certification programs
- Flexible working arrangements, including remote work options
- Access to cutting-edge technology and tools
- Recognition and reward programs for outstanding performance
How to Stand Out
- When applying, make sure to highlight your experience in customer experience, compliance, and team leadership, as these skills are essential for the role.
- Be prepared to provide specific examples of how you have handled complex customer interactions and regulatory-sensitive escalations in the past.
- Familiarize yourself with MiFID II and CySEC conduct-of-business requirements, as well as industry trends and best practices in customer experience and compliance.
- Develop a strong understanding of quality assurance frameworks and software, such as scorecards and calibration processes.
- Be prepared to discuss your experience working in a fast-paced, dynamic environment, and how you adapt to changing priorities and deadlines.
- Consider obtaining relevant certifications, such as CySEC or MiFID/AML training, to demonstrate your expertise and commitment to the role.
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