Senior Crypto Customer Support Specialist

Coinbase Bridge

Manila

Sur place

PHP 469 000 - 781 000

Plein temps

14 jours+

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Résumé du poste

Coinbase seeks a Customer Support Specialist II to serve as a primary subject matter expert for Coinbase products and deliver world-class service to our valued customers. You will join a team of support professionals focused on a seamless customer experience and continuous improvement.

You will work in a fast-paced, in-office environment five days a week, including nights and weekends to support 24/7 markets, and you will become adept at navigating the evolving crypto landscape to unlock

Qualifications

This role requires full-time, in-office presence, five days a week.
Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
Minimum of 3 years of relevant experience in a customer service or support role in a fast paced environment including working with high value customers.
Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto.
Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
Fantastic communication and relationship management skills, passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high value Coinbase power users.

Responsabilités

Provide support for high-profile 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.
Provide best in class customer support, handling customers proactively to mitigate issues and collaborating across teams to fix issues with urgency.
Model an investigative mentality: utilize data and customer feedback to address critical customer issues at the root cause and eliminate defects.
Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
Champion clear communication with internal and external partners to align on solutions and drive results.
Develop a deep understanding of Coinbase products and ongoing changes in the crypto environment to guide customers to navigate the crypto world and unlock additional features.