# Supervisor, Customer Success Team

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** Remote
**Role:** Customer Success
**Salary:** €34k – €36k/yr
**Experience:** 3+ years
**Skills:** Customer Support, Quality Assurance, Mifid Ii, Cysec, AML, Compliance Monitoring, Customer Communications, Qa Data Analysis, Root Cause Analysis, Generative AI
**Posted:** 2026-07-24

> Leads a Cyprus-based customer experience team supporting regulated financial-services customers across phone, chat, and email. The role owns quality assurance, MiFID and CySEC compliance, coaching, escalations, and performance reporting.

## Job Description

## 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.

## Requirements
- 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, and not misleading standards, disclosures, and complaints handling.
- Hold or be willing to obtain relevant CySEC certification, such as Basic or Advanced Examination, and MiFID/AML training within a defined timeframe.
- 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.
- Responsible use of generative AI, maintaining human oversight to deliver business-ready outputs and improve workflow efficiency, cost, and quality.

## Compensation and Benefits
- Annual base salary: **€34,295–€36,100 EUR**.
- Total compensation may include equity and bonus eligibility.
- Benefits include medical, dental, and vision coverage.

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