Customer Support Specialist ll

Coinbase, Inc.; Manila; Sur place; PHP 360 - 380; Plein temps

Avantages offerts par ce poste

Medical, dental, and vision benefits

Office in Manila

Employee assistance program

Résumé du poste

Coinbase is seeking a Customer Service Agent II to join a high-performing support team dedicated to delivering empathetic, accurate help across channels. You will investigate, troubleshoot, and resolve customer issues while upholding the company's mission to provide a positive experience for a global customer base.

This role requires shift and weekend work, English fluency, and 2–3 years of relevant experience, with opportunities to grow in a remote-first but Manila-office-enabled environment.

Qualifications

• 2–3 years of customer support experience in financial services, crypto, or tech.
• Experience across voice, messaging, and email channels.
• Excellent communication and collaboration with multiple teams.

Responsabilités

• Provide support for Coinbase customers across phone, messaging and email by investigating, troubleshooting and resolving issues.
• Use available resources to maintain high standards and efficiency.
• Be a trusted advisor, listen empathetically, and log issues accurately for upstream resolution.
• Take ownership to find root causes and resolve on first contact when possible; log defects if not.
• Identify opportunities to add value through education, proactive communication and clear expectations.
• Set a high bar for customer service through performance and work ethic.

Connaissances

Customer support experience

Communication skills

English proficiency

Multichannel support (phone, messaging

Empathy and active listening

Outils

Google apps

JIRA

Salesforce Service Cloud

Amazon Connect

Description du poste

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 .
JOB DESCRIPTION

As a Customer Service Agent II, you’ll join a high performing team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. You will dedicate your time to assisting customers and teammates with inquiries, resolving issues, and ensuring a positive experience for our customers. You will serve as a bridge between the customers and the company, offering empathetic, knowledgeable, and efficient support.

What you’ll be doing (ie. job duties):

• Responsible for providing support for 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.
• Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.

What we look for in you (i.e. job requirements):

• Motivated by Coinbase’s mission and creating a flawless support experience for our global customer base.
• Shift and weekend work is a requirement.
• Minimum of 2-3 years of relevant experience in customer support and/or financial services, crypto, technology.
• Experience with different channels of support, including voice, messaging, and email.
• Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Must be able to read, write and speak in English.
• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• Willing to work from an office at Manila, Philippines

Nice to haves:

• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
• Experience working with and partnering with external business partners.

Requirements:

• 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.

#P78867
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): ₱364.61 — ₱383.80 PHP

- 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 .