Lead - Trainer and Complaints SME position at Coinbase Inc..| Singapore

Coinbase Inc. Lead - Trainer and Complaints SME

Experience: 3-years

Pattern: full-time

Country:

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Singapore, SG....Singapore

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.The Global Complaints Team is composed of three distinct units: Consumer Complaints; Regulatory Complaints; and Litigation Support. Within each pillar, complaints analysts review and respond to complaints within service levels, and provide investigation notes and observations to the CX Legal Team where required. The CX Operations Senior Complaints Trainer sits within Cx Learning and Development, and is responsible for the successful delivery of new hire onboarding, and cross-skilling training to drive quality and performance for Consumer and Regulatory Complaints. You will be the primary point of contact to advise cross functional teams on the impact of change on the Analysts’ Complaints investigations requirements, and case outcomes to deliver effective, targeted support readiness training to help investigations keep pace with regulatory, process and technology change. You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, Quality Assurance, and Legal. You will be a subject matter expert, with extensive experience of delivering training both in person and virtually to a global audience. You will provide support to programmes, and Operations to implement strategic, multi-regional programs to ensure compliance with global regulatory bodies, including the NYDFS, FCA, CBI and other consumer protection agencies. You will use your training delivery, and facilitation skills to support Analyst’s absorb, and execute regulatory, and procedure change, whilst maintaining quality. Additionally, the role will focus on supporting the effective closure of Internal Audit findings Finally, when you are not training analysts, you will continue to work live cases in production to keep up to date with Complaint requirements and continually develop your investigations skillset. This role is ideal for someone who is passionate about delivering fair outcomes for our customers, and protecting our business, whilst thriving on enabling others, is a clear communicator (written and verbal), and adaptable to change in a fast-paced environment. What you’ll be doing (ie. job duties): Training Delivery: Deliver comprehensive, and interactive training sessions covering Complaints procedures, investigation requirements, and risk based decisions. Deliver onboarding, and cross skilling training and nesting support to enable L&D to meet its KPIs, and business SLAs Maintain high standards in training delivery for consistent knowledge transfer. Conduct Train-the-Trainer (TTT) masterclasses, certify trainers, and participate in continuous development programs to uplift trainer quality. Regularly share insights and feedback with the operations team regarding group performance and the effectiveness of training content. Use this information to proactively address skills gaps and implement tailored remediation plans for continuous improvement. Continuously update training materials based on insights gained from active production work and Analysts' performance data . Curriculum Development: Collaborate with cross functional teams and work with L&D to enable L&D to: Provide inputs to the design and development of training materials and modules tailored to Complaints investigations. Make recommendation of the design of onboarding, and cross skilling programmes to delivery day 1 quality for new investigators Ensure training content aligns with regulatory requirements and internal policies. Address and remediate training gaps identified through QC/QA processes. Work closely with functional leaders in compliance and support functions to maintain the highest standards of production and quality. Complaints Investigations Work a minimum number of live production cases/investigations per month to maintain investigations proficiency Effectively decision complex complaints, and risks specific to our business; notably crypto Write up effective case outcomes close out filing requirements inline with Coinbase’s regulatory requirements Provide feedback, and coach peers on how to complete investigations. Travel ~25% of the time to Coinbase, or vendor, offices in order to deliver onsite instructor-led training Flexibility ~ 25% of the time to deliver virtual training across global time zones to ensure full population coverage. Accountable for L&D KPI execution (CSAT, Nesting Pass Rate) What we look for in you (ie. job requirements): Minimum of 3 years of experience in Program management, with a significant focus on regulatory compliance in the cryptocurrency, fintech, or financial services sectors Proven track record of leading complex, multi-regional compliance Programs, especially those involving regulatory alignment. Experience in translating policies into operational processes, preferably in complaints management or a closely related area. Extensive experience in delivering interactive and impactful training sessions, including onboarding, cross-skilling, and Train-the-Trainer programs in a global, multi-regional environment. Demonstrated ability to design and develop training materials tailored to complaints management, ensuring alignment with regulatory requirements and internal policies. Experience collaborating with cross-functional teams to create targeted training programs addressing QA/QC-identified gaps. Skilled in providing actionable feedback and coaching peers to improve investigations quality and meet regulatory standards. Ability to remain adaptable and effectively deliver training in a fast-paced, evolving environment with frequent regulatory, procedural, and technological changes. Ability to analyze complex, and large amounts of data to inform effective case outcomes. Proven track record of successfully improving investigations programmes to meet both customer and regulator requirements in either recognised large financial institution, fintech or enforcement agency. Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization. A passion for learning, and evidence of driving performance improvement both for individuals and in the ‘classroom’ Strong analytical and problem-solving skills, with the ability to identify training needs, evaluate training effectiveness, and recommend improvements Ability to work independently and as part of a team, with a high level of self-motivation and personal accountability Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines Clear written and verbal communication Nice to haves: An advanced degree in Business, Finance, or Customer Experience (CX) is preferred but not mandatory Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Experience working with and partnering with external outsource business partners. Intermediate knowledge of Coinbase’s products and services, crypto ecosystem, and regulations impacting Web3 and cryptocurrency. Familiarity with blockchain fundamentals and a working understanding of decentralized finance (DeFi) use cases are highly desirable. Note: This role requires full-time, in-office presence at our Singapore location. In order to support the 24/7 nature of cryptocurrency, shifts may include weekend and night. #P71456 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:$106,100—$106,100 SGDPlease 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). Global Data Privacy Notice for Job Candidates and Applicants 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

Lead - Trainer and Complaints SME job opportunity at Coinbase Inc..

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