Description:
• Deliver interactive onboarding, cross-skilling, and nesting training for Premium and Priority support teams.
• Lead train-the-trainer masterclasses, certify facilitators, and continuously develop trainer capability.
• Partner with Workforce Management, Vendor Management, Operations, L&D, and Quality Assurance to design readiness and support training solutions.
• Develop and update training materials and modules aligned to support workflows, regulatory requirements, and internal policies.
• Identify training gaps through QA processes and performance analytics, and drive remediation efforts.
• Proactively improve processes and KPIs through cross-functional continuous improvement initiatives.
• Manage, prioritize, and implement critical operational problems and solutions within defined SLAs.
• Use data analysis and predictive modeling to identify, eliminate, automate, and optimize processes.
• Spend at least 10 hours per week in production to maintain SME expertise and identify workflow improvements.
• Use customer feedback and root-cause analysis to address issues, reduce friction, and strengthen the customer experience.
Requirements:
• 5+ years of professional experience in a related production role, preferably with training responsibilities.
• Expert-level knowledge of customer experience and customer service best practices.
• Proven experience leading and implementing significant continuous process improvements with measurable business impact.
• Strong analytical and problem-solving skills.
• Senior leadership-level communication skills and stakeholder management ability.
• Ability to multitask and manage competing priorities effectively.
• Proactive mindset focused on suggesting and implementing organizational improvements.
• Strong commitment to continuous improvement and ongoing learning.
• Intermediate to advanced understanding of blockchain technology, web3 concepts, staking processes, staking rewards, self-custody, and cryptocurrency.
• High flexibility and adaptability in a fast-paced, rapidly growing organization.
• Ability to responsibly use generative AI tools and copilots such as LibreChat, Gemini, and Glean in daily workflows.
• High proficiency in cryptocurrency and Coinbase products (preferred).
• Previous experience in tech, crypto, finance, or fintech (preferred).
• Certification in process improvement methodologies such as Lean Six Sigma or Agile (preferred).
• Experience with process modeling and mapping tools (preferred).
• Experience leading and developing remote or virtual teams and training initiatives (preferred).
• Ability to thrive in ambiguity and drive independent strategic initiatives (preferred).
Benefits:
• Target annual base salary range of $99,365 to $116,900 USD, excluding equity and bonus.
• Eligibility for equity and bonus compensation.
• Medical, dental, and vision benefits.
• 401(k) retirement benefits.
• Remote-first flexibility, with in-person participation and company/team offsites required throughout the year.
• Reasonable accommodation support during the hiring process and employment.
• Equal opportunity employment protections.