Coinbase is seeking a CX Supervisor to lead a team of customer experience agents and QA analysts supporting Coinbase Financial Services Europe Ltd (CBFSE) in Cyprus across phone, chat, and email. You will own the Cyprus quality assurance framework, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and regulatory compliance with MiFID II and CySEC conduct-of-business standards. Collaborate 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 include 3+ years in customer support or customer experience within financial services or similarly regulated environments, 1-2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities, working knowledge of MiFID II and CySEC requirements, willingness to obtain CySEC certification and MiFID/AML training within a defined timeframe, and Cyprus-based availability to support operating hours aligned with regulatory needs. You will utilize generative AI responsibly with human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. Coinbase operates with a remote-first approach and a hybrid model in Cyprus, including quarterly in-pe

Coinbase is seeking a CX Supervisor to lead a team of customer experience agents and QA analysts supporting Coinbase Financial Services Europe Ltd (CBFSE) in Cyprus across phone, chat, and email. You will own the Cyprus quality assurance framework, including scorecards, sampling methodology, and calibration sessions, and drive continuous improvement in quality and regulatory compliance with MiFID II and CySEC conduct-of-business standards. Collaborate 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 include 3+ years in customer support or customer experience within financial services or similarly regulated environments, 1-2+ years in a team lead, supervisor, or QA role with direct coaching responsibilities, working knowledge of MiFID II and CySEC requirements, willingness to obtain CySEC certification and MiFID/AML training within a defined timeframe, and Cyprus-based availability to support operating hours aligned with regulatory needs. You will utilize generative AI responsibly with human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. Coinbase operates with a remote-first approach and a hybrid model in Cyprus, including quarterly in-pe