Customer Support Specialist II

Coinbase Bridge; Hyderabad; Presencial; INR 630.000 - 770.000; Jornada completa

Descripción de la vacante

Coinbase is seeking a Customer Success Agent to provide world-class service to our high-value customers across phone, messaging and email. You’ll join a team of customer-focused professionals who ensure the customer experience is seamless and phenomenal.

This full-time role requires in-office presence, night/weekend coverage, and a solid understanding of blockchain and crypto. You will collaborate across teams to guide customers through evolving crypto services.

Formación

• 3+ years of relevant customer service experience in a fast-paced environment with high-value customers.
• Basic knowledge of blockchain, Web3, staking, ROI/staking rewards, self-custody, and/or crypto.
• Willingness to work nights and weekends to support 24/7 crypto markets.
• Excellent communication and relationship management skills.
• Ability to responsibly use generative AI tools and copilots in daily workflows.

Responsabilidades

• Provide multi-channel support for high-profile Coinbase customers across phone, messaging and email.
• Investigate, troubleshoot and resolve customer issues to maintain high standards.
• Be a trusted advisor, listen and empathize; log issues with accurate tracking.
• Take ownership and use critical thinking to find root causes and resolve on first contact.
• Seek opportunities to add value through education and proactive communication.
• Collaborate across teams to fix issues with urgency and quality.
• Use data and customer feedback to address root causes and reduce defects.
• Proactively identify customer needs to simplify experience and build trust.
• Maintain clear communication with partners to align on solutions and drive results.
• Develop deep product understanding to guide customers through changes.

Conocimientos

Customer service

High-value customers

Communication

Problem solving

Adaptability

AI tools literacy

Blockchain / Crypto knowledge

Herramientas

Google apps

JIRA

Salesforce Service Cloud

Amazon Connect

Descripción del empleo

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 isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're 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.

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

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• 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 to Arbitration of Disputes.