Supervisor, Customer Success Team
Core
Lead a team of CX agents and QA analysts to ensure regulatory compliance and quality of customer communications (phone, chat, email) for Coinbase Financial Services Europe Ltd.
Role type
Senior IC Customer Success Supervisor (Regulatory QA)
Builds
CX quality assurance framework and compliant customer support processes for a MiFID-regulated entity
Domain
Financial Services / Regulatory Compliance (MiFID II, CySEC)
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, QA framework ownership, regulatory compliance analysis, root-cause analysis, stakeholder reporting, generative AI oversight
Preferred skills
CySEC certification, MiFID/AML training, shift work flexibility
Technologies
Generative AI tools
Responsibilities
Lead CX agents and QA analysts; Own CX quality assurance framework and calibration; Review communications for MiFID/CySEC adherence; Partner with Compliance/Legal to translate regulations into processes; Manage escalations and report KPIs
Seniority
Senior, hands-on IC