Supervisor, Payments Risk

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

As a Payments Risk Supervisor at Coinbase, you will ensure the integrity and security of our payment systems by managing fraud risk, handling escalated cases, and implementing improvements in operational workflows. You will provide timely coaching to team members based on their performance against quality & productivity metrics. Additionally, you will work closely with Workforce Management to ensure scheduling optimization and adherence. This includes conducting in-depth analyses of any performance gaps among team members. You will become a subject matter expert in Coinbase's operational processes and workflows. 

To perform your duties successfully, you will utilize tools such as: Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

 

Please note that this role is expected to report onsite in our India Centre of Excellence office in Hyderabad, India.

 

What you’ll be doing (ie. job duties):

• Lead a team of high performing 15 Payments Risk analysts
• ​​Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills
• Achieve SLAs, productivity and quality metrics for your line of business/team members
• Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
• Manage and support initiatives aimed at preventing chargebacks, customer appeals and balanced enforcement measures
• Utilize an in-depth understanding of Payments Risk metrics to drive data-backed business decisions
• Ensure compliance with fraud detection guidelines and conduct regular audits
• Leverage data to identify product gaps and operational inefficiencies
• Continuously add value through effective project management, dedicated prioritization and efficient execution

 

What we look for in you (i.e. job requirements):

• This role requires full-time, in-office presence at our Hyderabad location.
• Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base
• 6+ years combating fraud in e-commerce or financial services
• BA/BS degree or equivalent practical experience
• Minimum of 3 years of people management experience in an operations environment
• Strong analytical skills and functional knowledge of common fraud patterns
• Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions
• Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity
• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
• Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.

Nice to haves:

• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• Experience in project management, analytics or quality assurance.
• Degree in business, finance, customer experience and/or blockchain.
• Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud.

P72488

 

Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision)

Base salary range shown. Total compensation also includes equity and bonus eligibility and benefits:: ₹2,454,000 INR - ₹2,454,000 INR

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.  For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law. 

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information.   For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.

The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment . To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com