Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on
our mission to increase economic freedom. The bar is high, the environment is intense, and we
like it that way. This isn't a place for complacency, it’s a place to be pushed past your
perceived limits. If you're ready to build the future of finance alongside people who
refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not
remote-only company. Expect to get together quarterly for intense in-person working sessions
called “surges.” learn more about working at Coinbase.As an Associate Manager, Premium
& Wealth CX, you'll lead the team responsible for delivering white-glove support to
Coinbase's highest-value customers, including High Net Worth, Ultra High Net Worth, and VIP
segments across our International markets. The Premium & Wealth pillar within Customer
Experience is the dedicated home for relationship-led, high-touch service that keeps our most
sophisticated customers confident and supported. You'll own day-to-day operations, people
leadership, and service quality for your vertical, partnering closely with Compliance, Risk,
and cross-functional teams to scale a support model that is fast, accurate, risk-aware, and
trusted within a non-advisory framework.
 
What you'll do:

Own operational performance for your vertical, including SLA attainment, CSAT, QA scores,
backlog health, repeat contacts, and complaint rates, using data and trend analysis to drive
measurable improvements
Lead, coach, and develop a team of Specialists, setting clear expectations through regular
1:1s, performance reviews, and building a pipeline of future leaders
Drive a high-touch support model centered on trusted 1:1 customer relationships, deep
specialist knowledge, and end-to-end case ownership that minimizes handoffs 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 to protect customer outcomes across channels and time zones
Build process improvements by converting customer feedback, defects, and root causes into SOP,
tooling, and policy changes in partnership with Product, Analytics, QA, and Learning and
Development

 
Required Skills and Experience:

7+ years in financial services, fintech, wealth management, premium banking, or trading
operations, with direct experience servicing HNW, UHNW, or VIP customer segments
5+ years of people leadership in an operations or support environment, with a proven track
record of managing senior specialists or team leads and improving performance across service
quality, efficiency, and customer satisfaction
Demonstrated familiarity with financial markets and trading products, including derivatives,
and a clear understanding of the distinction between support and advice in a regulated
environment
Experience operating in a regulated financial services environment and partnering with
Compliance, Legal, Risk, and Complaints functions, with the ability to navigate
jurisdiction-specific servicing, escalation, and complaints-handling expectations.
Holds, or is willing and able to obtain within a defined timeframe, an appropriate UK wealth or
securities qualification recognized by the FCA (e.g., CISI Level 4 Investment Advice Diploma or
equivalent)
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready
outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice: The target annual base salary for this position can range as detailed
below. Total compensation may also include equity and bonus eligibility and benefits (including
medical, dental, and vision).Annual base salary range (excluding equity and
bonus):£71,600—£71,600 GBP
Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants
will receive consideration for employment without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, disability, protected veteran status, or genetic
information. Applicants with criminal histories will be considered consistent with applicable
federal, state, and local laws.
US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
Accommodations: If you are an individual with a disability who needs a reasonable
accommodation, email us your request and contact info at
accommodations[at]coinbase.com. Need screen reading technology? Click here to download a
free compatible screen reader and view the tutorial.
Data Privacy & Arbitration: By submitting your application, you agree to our Candidate
Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of
Disputes.