Inbound Specialist II, Premium & Wealth

Own inbound support for Premium and Wealth customers across phone, messaging, and email, investigating and resolving complex issues through to completion on first contact wherever possible.

Build trusted, long-term relationships with high-value customers by proactively identifying their needs, following up on open items, and guiding them to features and products that match their profile.

Partner with Compliance, Risk, and other cross-functional teams to navigate account issues within a regulated, non-advisory framework while maintaining fast and accurate resolution times.

Drive root-cause analysis by leveraging customer data and feedback to surface defects, reduce friction, and improve the end-to-end customer experience.

Develop and maintain deep expertise in Coinbase products, blockchain fundamentals, and the evolving crypto landscape to serve as a trusted subject matter expert for Premium and Wealth customers.

1+ years of experience in a customer service or support role, including direct experience servicing high-value, VIP, or premium customer segments.

Demonstrated ability to investigate and resolve complex customer issues across multiple channels (phone, email, messaging) in a fast-paced, high-volume environment.

Working knowledge of blockchain, cryptocurrency, staking, self-custody, or digital assets, as well as traditional financial products such as equities, fixed income, or wealth management services.

Professional proficiency in at least one language beyond English, written and verbal.

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

Ability to use generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.