Remote-First Crypto Support Specialist II

Coinbase; Manila; On-site; PHP 718,000 - 878,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Job summary

Coinbase is a remote-first company that aims to increase economic freedom and treats its customers with world-class service. The Premium Support team within Customer Experience handles high-value customers across multiple channels, resolving issues end-to-end and guiding users to new products and features.

As a Customer Support Specialist II, you will own complex cases, collaborate with cross-functional SMEs, and communicate clearly to protect trust and drive retention in Coinbase's

Qualifications

• 3+ years of experience in customer support or customer success in financial services, crypto, or technology.
• Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
• Proficiency in English with the ability to communicate complex product concepts clearly across phone, email, and messaging channels.
• Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.

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 escal 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

High-value customers

Problem solving

English proficiency

Attention to detail

Job description

Coinbase is a remote-first company that aims to increase economic freedom and treats its customers with world-class service. The Premium Support team within Customer Experience handles high-value customers across multiple channels, resolving issues end-to-end and guiding users to new products and features.

As a Customer Support Specialist II, you will own complex cases, collaborate with cross-functional SMEs, and communicate clearly to protect trust and drive retention in Coinbase's