Customer Support Specialist ll

As a Customer Support Specialist II you will serve as a primary subject matter expert for Coinbase’s products, providing world-class service and support to our most valued customers. You’ll join a team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission. We’re looking for an individual who has a passion for making the customer experience seamless and phenomenal.

What you’ll be doing (ie. job duties):

• Responsible for providing support for high-profile Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues.
• Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
• Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.
• Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible, ensure all defects are logged appropriately.
• Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
• You will be responsible for providing best in class customer support, handling customers proactively to mitigate issues, handling contacts through to resolution, and  collaborating across teams of subject matter specialists to fix issues with urgency.
• Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile.

What we look for in you (ie. job requirements):

• This role requires full-time, in-office presence, five days a week.
• Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
• Motivated by Coinbase’s mission and creating a seamless experience for our highest value customers. 
• Minimum of 3 years of relevant experience in a customer service or support  role 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.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
• Fantastic communication and relationship management skills, passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high value Coinbase power users.

Nice to haves:

• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• High level of proficiency in cryptocurrency and Coinbase products
• Experience in training and/or quality auditor roles
• Experience in Banking, Wealth Management, Corporate Finance, Asset Management or FinTech
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.

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