Job Description - Fully Remote (must live in Ireland) - 6 month Initial contract - Available ASAP Serve as the subject matter expert within the CX organization partnering with International teams on all areas of customer experience insights by collaborating with internal analytics teams, conducting case reviews, voice of the customer, top contact drivers, pain-points, regulatory reporting and entity specific nuances. Be responsible for scoping and carrying out continuous CX improvement projects (process/policies/SOPs) and initiatives together with key stakeholders to improve overall customer experience Be accountable for building and maintaining CX processes to a quantifiable operational standard, ensuring customer satisfaction. Adept at using data and customer anecdotes (VOC) to identify opportunities for new customer facing features and provide those insights to product and engineering teams. Build strong relationships with team members in Product, Engineering & Design which will be used to advocate for improvements to the overall customer experience for your region. Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends and Coinbase technology into our goals and objectives for client success. Champion change management for process, policies and KBs (SOPs) to our front line CX agents Excellent Project manager and communicator Manage and prioritize a steady stream of content requests from multiple teams with short turnaround time Additional Qualifications ? 3+ years of project management & customer support operations experience preferably working with technical product/ops integrations ? Fluent in French ? Demonstrated data-driven decision making or quantitative analysis skills ? Excellent communication skills, ability to simplify complex topics for broad audiences ? Experience working with cross-functional teams ? Ability to thrive in ambiguous environments ? Motivated by Coinbase's mission and crafting a seamless support experience for our global customer base. ? Excited about unlocking the Crypto-Economy External Communities Job Description -Serve as the subject matter expert within the CX organization partnering with International teams on all areas of customer experience insights by collaborating with internal analytics teams, conducting case reviews, voice of the customer, top contact drivers, pain-points, regulatory reporting and entity specific nuances. -Be responsible for scoping and carrying out continuous CX improvement projects (process/policies/SOPs) and initiatives together with key stakeholders to improve overall customer experience Be accountable for building and maintaining CX processes to a quantifiable operational standard, ensuring customer satisfaction. -Adept at using data and customer anecdotes (VOC) to identify opportunities for new customer facing features and provide those insights to product and engineering teams. -Build strong relationships with team members in Product, Engineering & Design which will be used to advocate for improvements to the overall customer experience for your region. -Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends and Coinbase technology into our goals and objectives for client success. -Champion change management for process, policies and KBs (SOPs) to our front line CX agents Excellent Project manager and communicator Manage and prioritize a steady stream of content requests from multiple teams with short turnaround time Skills: customer experience analytical skills Management Project Management project manager VOC French Benefits: Work From Home