Proactive Customer Success Specialist

Omaze; Ireland; Hybrid; EUR 49,000; Full time

Job summary

A leading cryptocurrency platform is seeking a Proactive Customer Success Specialist to provide exceptional service to high-net-worth clients. The role involves building relationships, resolving complex issues, and collaborating across teams in a fast-paced environment. Candidates must have strong communication skills, a passion for crypto, and a year of relevant customer service experience.

Qualifications

• 1 year in customer service or support with high value customers.
• Ability to engage clients with empathy and professionalism.
• Skills in identifying patterns and assessing risk.

Responsibilities

• Serve as a trusted advisor to high-net-worth customers.
• Investigate and resolve complex issues effectively.
• Collaborate with product and engineering teams.

Skills

Exceptional communication and executive presence

Strong investigative and analytical skills

Proven track record of handling complex issues

Comfort with ambiguity and change

Bias for action and ownership

Deep interest in crypto and financial markets

Minimum of 1 year in customer service

Willingness to work nights and weekends

Tools

JIRA

Salesforce Service Cloud

Job description

Ready to be pushed beyond what you think you’re capable of? At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us every day, as we build the emerging onchain platform – and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone passionate about our mission, who believes in the power of crypto and blockchain technology to update the financial system, eager to leave their mark on the world, who relishes the pressure and privilege of working alongside high caliber colleagues, and who actively seeks feedback to keep leveling up. He/she will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone, but if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote‑first, we are not remote‑only. In‑person participation is required throughout the year, and attendance at company‑wide offsites is expected and fully supported.

As a Proactive Customer Success Specialist you will serve as a primary subject matter expert for Coinbase’s products, providing world‑class service and support to our most valued customers.

What you’ll be doing (job duties)

Customer Advocacy & Relationship Building

• Serve as a trusted advisor to Coinbase’s high‑net‑worth customers, delivering white‑glove support across inbound and proactive channels.
• Anticipate customer needs, proactively resolve friction, and create value‑add opportunities that deepen trust and strengthen long‑term relationships.
• Stay current on crypto markets, Coinbase products, and regulatory developments to guide customers with clarity and confidence.

Issue Resolution & Risk Management

• Investigate, troubleshoot, and resolve complex issues with accurate root‑cause analysis and durable solutions.
• Partner with Compliance to mitigate fraud, review alerts, and protect customer accounts.
• Monitor and analyze customer activity to detect anomalies, prevent risk exposure, and close process gaps.
• Own casework end‑to‑end, ensuring timely resolution, clear communication, and consistent follow‑through.

Cross-Functional Collaboration & Feedback Loop

• Collaborate with product, engineering, and operations teams to document and relay customer insights that eliminate defects in the customer experience.
• Partner with cross‑functional specialists to identify opportunities for customers to unlock additional Coinbase features, services, and products.

What we look for in you (job requirements)

• Exceptional communication and executive presence; able to engage high‑net‑worth clients with empathy, professionalism, and clarity.
• Strong investigative and analytical skills with the ability to identify patterns, assess risk, and recommend solutions.
• Proven track record of handling complex issues end‑to‑end, balancing urgency with thoughtful problem‑solving.
• Comfort with ambiguity and change; able to thrive in a fast‑paced environment where new challenges emerge daily.
• A bias for action and ownership; you see problems through to resolution and proactively raise opportunities to add value.
• Deep interest in crypto, financial markets, and emerging technology; eager to continuously learn and apply that knowledge in customer interactions.
• Minimum of 1 year of relevant experience in a customer service or support role in a fast paced environment including working with high value customers.
• Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.

Nice to haves

• Experience in crypto exchanges, financial services, or fintech, ideally in trading operations, payments or technical support.
• High level of proficiency in cryptocurrency and Coinbase products.
• Experience in Banking, Wealth Management, Corporate Finance, Asset Management or FinTech.
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
• Additional languages: Spanish, French, German, Portuguese or Mandarin.

Position ID: P73426

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + benefits (including medical, dental, and vision).

Pay Range: €49.000 — €49.000 EUR

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E‑Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.

The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com.