Associate Manager, Premium & Wealth

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.