The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
What you'll do
Own investigation, troubleshooting, and resolution of complex customer issues: across phone, messaging, and email, driving first-contact resolution and logging defects when escalation is required.
Build deep expertise in Coinbase products and the evolving crypto landscape,: including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.
Identify customer needs proactively before they become issues, reducing: friction and strengthening trust in Coinbase's platform.
Partner with cross-functional subject matter specialists to escalate and: resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
Champion clear communication with internal and external stakeholders to align: on resolutions, set expectations, and drive measurable improvements in the customer experience.
+ years of experience in customer support or customer success in financial: services, crypto, or technology, including direct experience supporting high-value customers.
What they're looking for
- Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
- Demonstrated ability to investigate root causes, synthesize data and customer: feedback, and resolve complex issues independently.
- Full-time, in-office presence five days a week with willingness to work: nights and weekends to support the 24/7 nature of cryptocurrency markets.
- Proficiency in English with the ability to communicate complex product: concepts clearly across phone, email, and messaging channels.
