Customer Support Specialist II

Coinbase Developer Platform; Hyderabad; On-site; INR 630,000 - 770,000; Full time

Job summary

Coinbase Developer Platform is seeking a Customer Success Agent to deliver world-class support for our high-value customers. You will troubleshoot across multiple channels, champion clear communication, and collaborate with product teams to resolve issues quickly.

Ideal candidates have at least 3 years in customer service, a basic understanding of blockchain and crypto, and a proactive mindset to guide customers through Coinbase features and tools.

Qualifications

• Minimum 3 years of customer service or support experience in a fast-paced environment.
• Passion for delivering seamless customer experiences and high-value support.
• Basic knowledge of blockchain, web3, staking and crypto concepts.
• Ability to use AI/copilot tools responsibly and improve workflows.

Responsibilities

• Provide support for high-profile Coinbase customers across phone, chat, and email channels.
• Investigate, troubleshoot, and resolve issues with accuracy and empathy.
• Log defects and escalate where needed; act as a trusted advisor to customers.
• Proactively identify customer needs and help guide them to Coinbase features.
• Collaborate with cross-functional teams to address issues with urgency.

Skills

Customer service

Communication skills

Crypto knowledge

AI tooling

Tools

JIRA

Salesforce Service Cloud

Google apps

Amazon Connect

Job description

Job Description:

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isnt a place for complacency, it’s a place to be pushed past your perceived limits. If youre ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase

As a Customer Success Agent 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.
• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.

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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Pay Transparency Notice:

The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding bonus): ₹700,000 – ₹700,000 INR

• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree Arbitration of Disputes.