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 end-to-end resolution of customer inquiries across phone, messaging, and: email channels by investigating, troubleshooting, and solving issues on first contact.
Drive accurate issue tracking and defect logging to surface systemic problems: and inform upstream product and process improvements.
Educate customers proactively on Coinbase products and features, setting: clear expectations and adding value in every interaction.
Partner with cross-functional teams to escalate, resolve, and close out: complex cases that require coordination beyond frontline support.
Lead by example within the Customer Support organization by consistently: meeting or exceeding performance benchmarks and quality standards.
+ years of experience in customer support within financial services, crypto,: fintech, or a technology platform, including multi-channel support (phone, messaging, and email).
What they're looking for
- Demonstrated ability to investigate and resolve complex customer issues: independently, with a track record of high first-contact resolution rates.
- Proficiency in support tooling such as Salesforce Service Cloud, JIRA, Amazon: Connect, or similar CRM and ticketing platforms.
- Fluency in written and spoken English with the ability to communicate clearly: across global teams and diverse customer populations.
- Willingness to work rotating shifts, weekends, and holidays from the Manila, Philippines office.