# Associate Manager, Premium & Wealth

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** London, United Kingdom
**Role:** Customer Success
**Salary:** £72k – £72k/yr
**Experience:** 8+ years
**Skills:** Customer Support Operations, People Leadership, Financial Services, Wealth Management, Trading Operations, Financial Markets, Derivatives, Compliance, Risk Management, Complaints Handling, Generative AI, Data Analysis
**Posted:** 2026-07-22

> Leads Premium & Wealth customer experience operations for high-value international customers, managing specialists, service quality, staffing, escalations, and regulated support processes. Requires substantial financial-services experience, people leadership, financial-markets knowledge, and a UK FCA-recognized wealth or securities qualification.

## Job Description

## Responsibilities
- Own operational performance for the Premium & Wealth vertical, including SLA attainment, CSAT, QA scores, backlog health, repeat contacts, and complaint rates; use data and trend analysis to drive measurable improvements.
- Lead, coach, and develop a team of Specialists through regular 1:1s and performance reviews, while building a pipeline of future leaders.
- Drive a high-touch support model centered on trusted 1:1 customer relationships, specialist knowledge, and end-to-end case ownership for complex trading, account, and funding issues.
- Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to ensure workflows, escalations, and coverage models meet regulatory expectations.
- Execute real-time staffing, routing, and escalation decisions during market events, incidents, or volume spikes across channels and time zones.
- Convert customer feedback, defects, and root causes into SOP, tooling, and policy changes in partnership with Product, Analytics, QA, and Learning and Development.

## Requirements
- 7+ years of experience in financial services, fintech, wealth management, premium banking, or trading operations, including direct experience serving HNW, UHNW, or VIP customer segments.
- 5+ years of people leadership in an operations or support environment, with experience managing senior specialists or team leads and improving service quality, efficiency, and customer satisfaction.
- Familiarity with financial markets and trading products, including derivatives, and understanding of the distinction between support and advice in a regulated environment.
- Experience operating in regulated financial services and partnering with Compliance, Legal, Risk, and Complaints functions.
- Hold, or be willing and able to obtain within a defined timeframe, an appropriate UK wealth or securities qualification recognized by the FCA, such as the CISI Level 4 Investment Advice Diploma or equivalent.
- Responsible use of generative AI with human oversight to produce business-ready outputs and improve workflow efficiency, cost, and quality.

## Compensation and Benefits
- Annual base salary: **£71,600 GBP**.
- Total compensation may include equity and bonus eligibility.
- Benefits include medical, dental, and vision coverage.

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