Blockchain Jobs in San Francisco, California, United States
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TPI Global Solutions
$105k - $109k
Job Title: Strategy and Insights Manager
Department: CX – Consumer Non-Prod
Job Category: Customer Support
Job Code: Contractor
Location: San Francisco, CA
Duration: 12 Months
Hours: 40 hrs/week (8 hrs/day, 5 days/week)
Summary Statement:
Expanding Customer Experience (CX) team in Canada, seeking a strategic, data-driven partner to shape seamless customer experiences through analytics, insights, and collaboration across teams. The ideal candidate will be passionate about leveraging data to drive decision-making, improve global customer satisfaction, and support the evolution of the cryptoeconomy.
Duties & Responsibilities:
- Serve as subject matter expert on customer experience (CX) insights for international teams.
- Collaborate with internal analytics teams to analyze case reviews, Voice of Customer (VOC) data, top contact drivers, and regulatory reporting.
- Lead CX improvement initiatives across processes, policies, and SOPs to enhance satisfaction.
- Use data and customer anecdotes to identify product opportunities and provide insights to Product & Engineering.
- Build relationships with cross-functional teams (Product, Engineering, Design).
- Translate business goals and customer insights into operational strategies.
- Champion change management for process and policy updates.
- Manage multiple content requests efficiently and communicate clearly across teams.
Required Skills & Qualifications:
- 3+ years in project management and customer support operations, ideally with technical or operational integrations.
- Fluent in French (required).
- Strong analytical and data-driven decision-making skills.
- Excellent communication and simplification abilities.
- Experience working with cross-functional and global teams.
- Comfortable in ambiguous environments.
- Passion for Coinbase’s mission and the cryptoeconomy.
Preferred / Nice-to-Have:
- Experience in financial products, payment systems, trading platforms, lending, or personal finance tools.
- Knowledge or professional experience in cryptocurrency, blockchain, or DeFi.
- Background in compliance (e.g., AML/KYC, risk, policy implementation).
- French-speaking candidates are particularly desired.