Hospitable.com
Senior Site Leader - Consumer Support Operations-Charlotte, NC
Crypto Jobs
Job Description
Title: Senior Site Leader – Consumer Support Operations
Location: Charlotte, NC (Onsite required)
Job Type: Full-time
Salary Range: $185,215 – $217,900 + bonus, equity, and full benefits
Posted: Actively hiring, minimal applicants so far
This is a high-visibility leadership role reporting into Coinbase’s Customer Experience (CX) organization. You’ll oversee 100+ support agents and managers at the Charlotte site and play a critical role in scaling support operations globally—while ensuring world-class consumer experience in the crypto space.
You will:
- Lead and scale CX operations for the Charlotte site, including hiring, coaching, and developing multi-level teams
- Build and monitor CX KPIs , dashboards, and feedback loops to ensure performance and quality
- Execute on a 3-year strategy for operational scale, automation, and consumer support transformation
- Own cross-functional stakeholder alignment across vendor management, WFM, QA, and training teams
- Leverage Lean Six Sigma / Kaizen methodologies to drive process improvement
- Lead site planning and team culture-building including social events and engagement efforts
What Coinbase Is Looking For
Must-Have Experience:
- 10+ years in CX operations leadership , with at least 5 years in a hyper-growth or volatile environment
- Track record of managing large frontline teams across multiple support channels (chat, email, phone)
- Proven experience designing and executing CX improvement strategies
- Clear, concise executive-level communication skills
- Strong emotional intelligence , leadership presence, and ability to influence cross-functional teams
- Flexibility to work non-standard hours (including Asia-Pacific coverage ) as needed
Preferred Qualifications (Nice-to-Haves):
- MBA or advanced degree
- Lean Six Sigma Green or Black Belt certification
- Experience in crypto, fintech, or financial services
- Experience launching or scaling support operations in global regions