Impactful Premium Crypto Support Specialist II

Coinbase Bridge

Manila

Sur place

PHP 718 000 - 878 000

Plein temps

14 jours+

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Résumé du poste

Coinbase is seeking a Customer Support Specialist II for its Premium Support team. You will serve as a subject matter expert, delivering world-class service across phone, messaging, and email to Coinbase's highest-value customers.

The role focuses on resolving complex issues end-to-end, building deep product expertise in crypto, and guiding customers to unlock additional features. You will collaborate with cross-functional teams, escalate critical cases with urgency, and communicate clearly to

Qualifications

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.

Responsabilités

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 escalate 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.