Customer Support Specialist II

Coinbase India Services; Hyderabad; On-site; INR 450,000 - 750,000; Full time

Job summary

Coinbase India Services in Hyderabad is seeking a Customer Success Agent to serve as the primary subject matter expert for Coinbase products and to provide world-class service to our valued customers. You will join a team dedicated to making the customer experience seamless and phenomenal.

You will handle high-profile accounts across multiple channels, troubleshoot issues, and guide customers through Coinbase features while continuously learning in a dynamic crypto environment.

Qualifications

• Minimum 3 years in customer service or support with high-value customers.
• Excellent communication and relationship management skills.
• Motivated by Coinbase's mission and customer-centric approach.
• Ability to responsibly use generative AI tools in daily workflows.

Responsibilities

• Provide support for Coinbase customers across channels by investigating and resolving issues.
• Use available resources to maintain high standards and efficiency.
• Be a trusted advisor, listen and empathize, and log issues accurately.
• Own root cause analysis and log defects when needed.
• Identify opportunities to add value through education and proactive communication.
• Collaborate with teams to fix issues with urgency.
• Use data and customer feedback to address root causes and reduce defects.
• Anticipate customer needs to simplify the experience and build trust.
• Communicate clearly with internal and external partners to align on solutions.
• Develop product understanding to guide customers on Coinbase features.

Skills

Customer service

High value customers

Communication

Relationship management

Crypto knowledge

Problem solving

AI tools usage

Tools

Google Apps

JIRA

Salesforce Service Cloud

Amazon Connect

LibreChat

Gemini

Glean

Job description

Job Summary

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 will join a team of customer-focused support professionals who know their performance is essential to Coinbase achieving its mission. We are looking for an individual who has a passion for making the customer experience seamless and phenomenal.

Responsibilities

• 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.

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 have

• 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.