At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Who you are?

• You’ve got positive energy. You’re optimistic about the future and determined to get there.
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

The SME L&D Trainer III is responsible for delivering new hire onboarding and cross-skilling training to drive quality and performance. You will collaborate closely with cross-functional partners such as Workforce Management, Vendor Management, Operations, L&D, and Quality Assurance to provide targeted support readiness training. As an expert in operations processes, you will have experience delivering training both in person and virtually to a global audience. Alongside training, you will also work on live cases in production to stay updated with Coinbase's case handling practices and enhance your subject matter expertise. We are looking for someone who is passionate about delivering an exceptional customer experience.

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

Training:

• Deliver comprehensive, and interactive training sessions covering Premium & Priority support workstreams.
• 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 training facilitators, and participate in continuous development programs to uplift trainer quality.
• Collaborate with cross functional teams and work with L&D to enable the design and development of training materials and modules tailored to Premium & Priority Support.
• Make recommendations of the design of onboarding, and cross skilling programmes
• Ensure training content aligns with regulatory requirements and internal policies.
• Address and remediate training gaps identified through QA processes.

Operations:

• Identify opportunities to optimize existing processes and KPIs through continuous improvement initiatives.
• Manage and prioritize the problems, ensuring submitted ideas are reviewed and acted upon within defined SLAs.
• Identify and execute on opportunities to eliminate, automate, and optimize (EAO) using data analysis.
• Collaborate with cross-functional teams to discuss proposed solutions and coordinate their implementation.
• Submit tooling enhancement requests to relevant teams based on observations and testing.
• Collaborate with the Knowledge Management team on content updates and with L&D on training material revisions.
• Dedicate at least 10 hours per week to hands-on production roles to stay updated on workflows and identify areas for improvement.
• Provide flexible support during workload spikes and work with the manager to define guardrails for production hours.
• Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Champion clear communication with internal and external partners to align on solutions and drive results.

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

• This role requires full-time, in-office presence at our Singapore location.Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
• Minimum 3 years of professional experience in a related production role, demonstrating a solid foundation in industry practices with additional responsibilities, preferably training
• Comprehensive knowledge of Customer Experience and customer service best practices, with specialized domain expertise.
• History of actively contributing to continuous process improvements within an organization.
• Exceptional analytical capabilities coupled with strong problem-solving skills.
• Superior communication skills with proven ability to effectively manage and engage stakeholders.
• Demonstrated ability to multitask efficiently and manage competing priorities effectively.
• Demonstrated proactive approach in suggesting and implementing organizational improvements.
• A strong commitment to continuous improvement and ongoing learning.
• Basic understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrency.
• High flexibility and adaptability to meet the evolving demands of a rapidly-growing, fast-paced organization.

Nice to haves:

• High level of proficiency in cryptocurrency and Coinbase products
• Previous experience in tech, crypto, finance, or fintech.
• Certification in process improvement methodologies such as Lean Six Sigma, Agile, etc.
• Experience with process modeling and mapping tools.
• Experience working with remote or virtual teams.
• Ability to navigate ambiguity and work independently.

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