← All roles

Supervisor, Customer Success Team

Coinbase
Apply on company site
Hybrid (Cyprus)€34.3k - €36.1kfull-timePosted 2mo ago

About the role

Remote-first customer success leadership role for Coinbase Financial Services Europe Ltd (CBFSE) in Cyprus. Leads a team to monitor and improve the quality and regulatory compliance of all customer communications, ensuring interactions are clear, fair, and aligned with CySEC and MiFID requirements.

Responsibilities

  • 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.

Qualifications

  • 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.

Skills

Required:CX leadershipQuality AssuranceMiFID II and CySEC knowledgeRegulatory coaching
Last updated Oct 15, 2026. Interested? Apply on the company site.
Coinbase logo

About Coinbase

Buy, sell, and manage cryptocurrencies.

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.

crypto-web3
Company profileWebsite

More open roles at Coinbase