Customer Support Specialist ll

Jackalope Digital LLC; Hyderabad; On-site; INR 665,000 - 700,000; Full time

Job summary

Coinbase is seeking a Customer Support Specialist II for the Premium Support team. This in-office role focuses on complex, high-value customers, delivering expert support across phone, chat, and email while guiding customers to unlock product features.

You will build deep product and crypto knowledge, resolve issues end-to-end, and partner with cross-functional teams to improve customer experience. Strong English communication is required.

Qualifications

• 3+ years in customer support for financial services, crypto, or tech.
• Basic knowledge of blockchain, web3, staking, and crypto markets.
• Willingness to work in-office five days a week, including nights and weekends.

Responsibilities

• Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email, driving first-contact resolution and logging defects when escalation is required.
• Build deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.
• Identify customer needs proactively before they become issues, reducing friction and strengthening trust in Coinbase's platform.
• Partner with cross-functional subject matter specialists to elevate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
• Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in the customer experience.

Skills

Customer support

Blockchain knowledge

Root cause analysis

English communication

AI usage

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 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 Support Specialist II on the Premium Support team within Customer Experience, you'll serve as a subject matter expert for Coinbase's products, delivering world-class service to our highest-value customers. This team provides personalized, multi-channel support that directly protects customer trust and drives retention across Coinbase's fastest-growing segments. You'll own complex customer issues end-to-end across phone, messaging, and email, resolving problems at the root cause while guiding customers to unlock additional products and features.

What you'll do:

• Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email, driving first-contact resolution and logging defects when escalation is required.
• Build deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.
• Identify customer needs proactively before they become issues, reducing friction and strengthening trust in Coinbase's platform.
• Partner with cross-functional subject matter specialists to elevate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
• Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in the customer experience.

Required Skills and Experience:

• 3+ years of experience in customer support or customer success in financial services, crypto, or technology, including direct experience supporting high-value customers.
• Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
• Demonstrated ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently.
• Full-time, in-office presence five days a week with willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
• Proficiency in English with the ability to communicate complex product concepts clearly across phone, email, and messaging channels.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

This is an In-Office role

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):

₹665,000—₹700,000 INR