Best thing our power company (that I worked for) ever did was stripping layers so that an employee [who was also a customer] was only 2 steps from their VP.
I extended that to all our customers ... if they asked.
But I can assure you that VP did not have 15 managers, each with their own set of issues, reporting to him. That’s asking for trouble. In a call center (where I was an SVP) I took customer calls every day. (They got pretty much everything they wanted from me.) I was 3 levels from the folks on the phone.
I understand that in these types of businesses it’s the norm to work 80 hours a week. As they grow, they will learn that doesn’t lead to better practices. It leads to burn out and turn over. But, maybe I am just an old fogey.
It seems Coinbase is on the “efficiency” part of the cycle. When they start espousing “Customer Retention” you will know we are the upswing. There really isn’t anything new in the world. They just seem more manic about it these days!