At a Glance
- Tasks: Lead a team delivering top-notch support to high-value customers in finance.
- Company: Join Coinbase, a remote-first company revolutionising the future of finance.
- Benefits: Competitive salary, equity options, and comprehensive health benefits.
- Other info: Dynamic role with opportunities for growth and development.
- Why this job: Make a real impact in a fast-paced environment with ambitious colleagues.
- Qualifications: 7+ years in financial services and 5+ years in people leadership required.
The predicted salary is between 71600 - 71600 £ per year.
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency; it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.”
As an Associate Manager, Premium & Wealth CX, you'll lead the team responsible for delivering white-glove support to Coinbase's highest-value customers, including High Net Worth, Ultra High Net Worth, and VIP segments across our International markets. The Premium & Wealth pillar within Customer Experience is the dedicated home for relationship-led, high-touch service that keeps our most sophisticated customers confident and supported.
You'll own day-to-day operations, people leadership, and service quality for your vertical, partnering closely with Compliance, Risk, and cross-functional teams to scale a support model that is fast, accurate, risk-aware, and trusted within a non-advisory framework.
What you'll do:
- Own operational performance for your vertical, including SLA attainment, CSAT, QA scores, backlog health, repeat contacts, and complaint rates, using data and trend analysis to drive measurable improvements.
- Lead, coach, and develop a team of Specialists, setting clear expectations through regular 1:1s, performance reviews, and building a pipeline of future leaders.
- Drive a high-touch support model centered on trusted 1:1 customer relationships, deep specialist knowledge, and end-to-end case ownership that minimizes handoffs for complex trading, account, and funding issues.
- Partner with Compliance, Legal, Risk, Complaints, and Workforce Management to ensure workflows, escalations, and coverage models meet regulatory expectations.
- Execute real-time staffing, routing, and escalation decisions during market events, incidents, or volume spikes to protect customer outcomes across channels and time zones.
- Build process improvements by converting customer feedback, defects, and root causes into SOP, tooling, and policy changes in partnership with Product, Analytics, QA, and Learning and Development.
Required Skills and Experience:
- 7+ years in financial services, fintech, wealth management, premium banking, or trading operations, with direct experience servicing HNW, UHNW, or VIP customer segments.
- 5+ years of people leadership in an operations or support environment, with a proven track record of managing senior specialists or team leads and improving performance across service quality, efficiency, and customer satisfaction.
- Demonstrated familiarity with financial markets and trading products, including derivatives, and a clear understanding of the distinction between support and advice in a regulated environment.
- Experience operating in a regulated financial services environment and partnering with Compliance, Legal, Risk, and Complaints functions, with the ability to navigate jurisdiction-specific servicing, escalation, and complaints-handling expectations.
- Holds, or is willing and able to obtain within a defined timeframe, an appropriate UK wealth or securities qualification recognized by the FCA (e.g., CISI Level 4 Investment Advice Diploma or equivalent).
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding equity and bonus): £71,600 — £71,600 GBP.
Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
Associate Manager, Premium & Wealth employer: P2P
P2P is an exceptional employer that fosters a dynamic work culture focused on innovation and collaboration in the heart of Greater London. With a commitment to employee growth, we offer extensive professional development opportunities and a supportive environment for those passionate about advancing decentralized finance. Join us to be part of a forward-thinking team that values your contributions and encourages meaningful impact in the financial services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Associate Manager, Premium & Wealth
✨Tap into Campus Networks
If you're still in uni, don’t forget to engage with your campus's career services and attend finance-related events. Banks often do presentations and recruitment drives on campus, so put yourself out there and make use of these opportunities to show off your passion for the field.
✨Get Certified
Consider pursuing relevant certifications like the CFA or ACCA while you’re job hunting. They not only beef up your CV but also connect you with professional bodies which can lead to networking opportunities and even job openings in banking and financial services.
✨Connect on Professional Platforms
Join finance-focused groups on platforms like LinkedIn and engage in discussions. This can really help you stand out from the crowd, allowing potential employers to see your knowledge and interest in industry trends. Plus, you might stumble upon job postings shared exclusively within the group.
✨Apply Directly and Be Proactive
Don’t shy away from reaching out directly to firms like P2P. Use their websites and apply through them, but also consider following up with a polite email to express your enthusiasm. Being proactive can make a huge difference in getting noticed in the competitive financial services sector.
We think you need these skills to ace Associate Manager, Premium & Wealth
Some tips for your application 🫡
Show Off Your Numbers!:In the banking and financial services world, quantifiable achievements are key. Make sure your CV highlights your grades in relevant subjects, any financial certifications you hold, and specific projects where you've delivered measurable results. Employers love to see how your skills translate into real-world success.
Tailor Your Cover Letter to the Role:When applying for a full-time position, your cover letter should make a direct connection between your experience and the job description. Don't just state your enthusiasm for finance—dive into how your background in banking or financial analysis sets you apart. Let your passion shine through while being specific about what you can bring to P2P.
Include Relevant Financial Software Experience:If you've worked with financial modelling tools or software like Excel, SAP, or specific analytical tools during your studies or internships, bring that up! Highlighting your proficiency can really make your application pop and show you're ready to hit the ground running in a full-time role.
Research and Reflect:Before hitting that 'apply' button on P2P's website, do a little digging. Look up their recent projects, values, and culture. Reflecting their ethos in your application can make a huge difference and show you’re genuinely interested in being part of the team!
How to prepare for a job interview at P2P
✨Brush Up on Financial Analysis Skills
Make sure you're well-versed in financial concepts and analytical techniques relevant to banking and financial services. Get comfortable with tools like Excel for modelling or financial forecasting, as technical questions in this area are common during interviews with P2P.
✨Prepare for Case Studies
Expect to tackle case studies that demonstrate your problem-solving skills in real-world banking scenarios. Familiarise yourself with the types of problems you might face—think risk assessments or investment evaluations—and be ready to articulate your thought process clearly.
✨Show Your Passion for Finance
Since this is a full-time position, employers at P2P will be keen to see your genuine interest in finance. Be prepared to discuss recent industry trends or news articles that excite you, showcasing your enthusiasm and engagement with the field.
✨Network with Industry Professionals
Before your interview, reach out to current or former P2P employees on platforms like LinkedIn. They'll offer unique insights into the company's culture and the interview process, which can give us a delightful edge in showcasing a good fit for the team.
