Customer Support Specialist II
"What You'll Be Doing"
What You'll Be Doing
Support high-profile Coinbase customers across multiple channels (phone, messaging, and email) by investigating, troubleshooting, and resolving their issues.
Use available resources to maintain high standards and work as efficiently as possible.
Act as a trusted advisor by listening to and empathizing with customers, ensuring their concerns are captured through accurate issue tracking and surfaced for upstream solutions.
Take ownership of issues and apply critical thinking to identify root causes, aiming to resolve problems on first contact and logging defects when that isn't possible.
Look for opportunities to add value through customer education, proactive outreach, and clear expectation setting.
Provide best-in-class support by proactively addressing issues, resolving contacts fully, and collaborating with subject matter specialists across teams to resolve problems quickly.
Use data and customer feedback to investigate and address the root causes of critical issues, working to eliminate defects in the customer experience.
Anticipate customer needs before they escalate into issues, simplifying the experience, reducing friction, and building trust in Coinbase.
Communicate clearly with internal and external partners to align on solutions and drive outcomes.
Build a deep understanding of Coinbase's products and the broader, fast-changing crypto environment, in order to help customers navigate it and take advantage of features and services suited to their needs.
What We're Looking For
Ability to work full-time, in-office, five days a week.
Willingness to work nights and weekends in support of the 24/7 nature of cryptocurrency markets.
Strong motivation around Coinbase's mission and a commitment to delivering a seamless experience for high-value customers.
At least 3 years of relevant experience in a customer service or support role in a fast-paced environment, including experience working with high-value customers.
Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto more broadly.
Flexibility and adaptability to meet the changing needs of a high-growth, fast-paced organization.
Strong communication and relationship-management skills, a passion for helping customers succeed with Coinbase products, and an interest in building a community of high-value power users.
Ability to responsibly use generative AI tools and copilots (such as LibreChat, Gemini, or Glean) in daily workflows, continuously adapt as these tools evolve, and apply human-in-the-loop practices to produce business-ready outputs that improve efficiency, cost, and quality.
Bonus Points
Experience at crypto exchanges or in financial services, ideally in payments, trading operations, or technical support.
High proficiency in cryptocurrency and Coinbase's products.
Experience in training or quality auditor roles.
Background in banking, wealth management, corporate finance, asset management, or fintech.
Familiarity with Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
Salary Range
INR 700,000 per year
About Coinbase
Coinbase is at the forefront of building a more open, accessible, and efficient financial system globally through blockchain technology. Our mission is to increase economic freedom in the world, and we do this by creating a reliable and easy-to-use platform that empowers individuals and institutions to participate in the burgeoning digital asset economy. We are committed to developing innovative tools and infrastructure that drive the future of finance, fostering a world where digital assets are universally understood and adopted. Our culture thrives on curiosity, collaboration, and a relentless pursuit of excellence. We believe in empowering our teams to take ownership, experiment with new ideas, and solve complex challenges with creativity and integrity. At Coinbase, you'll find a dynamic and inclusive environment where diverse perspectives are valued, and continuous learning is encouraged. We're building a future that demands bold thinking and a commitment to our shared vision. Joining Coinbase means contributing to a revolutionary shift in finance, working alongside some of the brightest minds in blockchain and technology. With 403 open positions, we offer unparalleled opportunities for professional growth, impact, and the chance to shape an industry from the ground up. If you're driven by a passion for innovation and want to build a world where economic freedom is a reality for everyone, explore career opportunities with us.
Ready to Apply?
To submit your application for this position, please visit Coinbase's official website and follow their application process.