Associate Manager, Premium & Wealth
Core
Lead a team delivering white-glove, relationship-led support to Coinbase's High Net Worth, Ultra High Net Worth, and VIP customers across International markets.
Role type
Senior IC Associate Manager (Premium & Wealth CX)
Builds
High-touch support model for sophisticated customers
Domain
Fintech / Wealth Management / Financial Services
Deliverable
client delivery
Required skills
People leadership, operational performance management, financial markets knowledge, regulatory compliance navigation, process improvement, generative AI oversight
Preferred skills
None stated
Technologies
Generative AI
Responsibilities
Own operational performance (SLA, CSAT, QA, backlog, complaints); Lead, coach, and develop a team of Specialists; Drive high-touch support model with end-to-end case ownership; Partner with Compliance, Legal, Risk, and Workforce Management; Execute real-time staffing and escalation decisions during market events; Build process improvements from customer feedback
Seniority
Senior, hands-on IC with people leadership
