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Customer Support Specialist ll

Job Overview

As a Customer Success Agent you will serve as a primary subject matter expert for Coinbase’s products, providing world-class service and support to our most valued customers.

Key points

  1. Responsible for providing support for high-profile Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues.

  2. Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.

  3. Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and…

  4. Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not…

  5. This role requires full-time, in-office presence, five days a week.

  6. Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.

  7. Motivated by Coinbase’s mission and creating a seamless experience for our highest value customers.

  8. Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto.

Skills

Customer SupportCommunicationSalesforceCustomer SuccessJiraTroubleshooting

Experience: Mid-level · 3+ years