Remote-First Premium Crypto Support Specialist II

Coinbase Developer Platform; Manila; On-site; PHP 679,000 - 918,000; Full time

Job summary

Coinbase is seeking a Customer Support Specialist II on the Premium Support team to serve as a subject matter expert for our products and protect customer trust among high-value customers. You will own complex issues end-to-end across phone, messaging, and email, build deep product knowledge in blockchain, web3, staking, and derivatives, and guide customers to unlock additional features.

This is a full-time, in-office role five days a week in Metro Manila with a remote-first culture; strong

Qualifications

• 3+ years in customer support or customer success in financial services, crypto, or technology.
• 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.

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 Coinbases 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 basics

Root cause analysis

English proficiency

AI responsibly

Job description

Coinbase is seeking a Customer Support Specialist II on the Premium Support team to serve as a subject matter expert for our products and protect customer trust among high-value customers. You will own complex issues end-to-end across phone, messaging, and email, build deep product knowledge in blockchain, web3, staking, and derivatives, and guide customers to unlock additional features.

This is a full-time, in-office role five days a week in Metro Manila with a remote-first culture; strong