Supervisor, Customer Success Team (Remote-Cyprus)

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.
• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.

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

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