Supervisor, Customer Success Team (Remote-Cyprus) at Coinbase — Remote Worldwide

TL;DR

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 evidence (QA logs, samples, remediation tracking) 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 CX quality and compliance KPIs for Cyprus, highlighting key trends, risks, and proposed improvements to senior stakeholders.

Minimum qualifications

3+ years of experience in customer support / customer experience within financial services, brokerage, trading, payments, or a similarly regulated environment.

1–2+ years of experience in a team lead, supervisor, or QA role, including coaching front-line staff and running structured quality reviews.

Strong working knowledge of MiFID II / CySEC conduct-of-business requirements related to client communications (e.g., clear, fair, not misleading; disclosures; complaints handling).

Holds (or is willing to obtain within a defined timeframe) 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; ability to give clear, direct feedback and influence cross-functional partners.

High attention to detail, strong analytical skills, and comfort working with metrics, QA data, and trends.

Based in Cyprus, with ability to support a shift pattern aligned to CBFSE operating hours and regulatory needs.

Nice to haves

Prior experience in a MiFID-regulated CX / QA / Compliance monitoring role (e.g., investment firm, broker, bank, CySEC-regulated entity).

Advanced CySEC certifications and/or AML/Compliance qualifications.

Experience supporting crypto, trading, or brokerage products, and familiarity with Coinbase products.

Fluency in Greek or additional EU languages.

Position ID: P76422

#LI-Remote

Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).

Supervisor, Customer Success Team (Remote-Cyprus)

TL;DR

Ownership &amp; impact

Minimum qualifications

Nice to haves

More roles at Coinbase

Ownership & impact