Customer Support Specialist ll

Support high-profile Coinbase customers across phone, messaging, and email by investigating, troubleshooting, and resolving their issues.

Use all available resources to maintain high standards and work efficiently.

Act as a trusted advisor by listening and empathizing with customers, ensuring their feedback is captured through accurate issue tracking and surfaced for upstream solutions.

Take ownership of problems, applying critical thinking to resolve issues on first contact whenever possible, and logging defects appropriately when not.

Look for opportunities to add value through customer education, proactive outreach, and clear expectation-setting.

Provide best-in-class support by proactively addressing potential issues, resolving contacts fully, and collaborating with specialist teams to fix problems urgently.

Use data and customer feedback to investigate and address the root causes of issues, working to eliminate defects in the customer experience.

Anticipate customer needs before they become problems, simplifying the experience, reducing friction, and building trust in Coinbase.

Communicate clearly with internal and external partners to align on solutions and deliver results.

Build a deep understanding of Coinbase's products and the broader crypto landscape in order to help customers navigate a fast-changing environment and make use of features and services suited to their needs.

Willingness to work full-time, in-office, five days a week.

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

Motivation driven by Coinbase's mission and a commitment to creating a seamless experience for high-value customers.

At least 3 years of relevant experience in customer service or support in a fast-paced environment, including 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 evolving needs of a high-growth, fast-paced organization.

Strong communication and relationship management skills, along with a passion for helping customers succeed with Coinbase products and building a community of engaged power users.