Customer Support Specialist II

Coinbase, Inc.; United States; On-site; USD 11,000 - 14,000; Full time

Job summary

United States Digital Space LLC is recruiting a Customer Support Specialist II to support our premium customers with world-class service across phone, messaging, and email. You will own complex issues end-to-end, guiding customers to unlock features and ensure satisfaction.

Join the Premium Support team within Customer Experience to deepen product knowledge in blockchain, web3, staking, and derivatives, while working to resolve queries quickly and accurately, maintaining strong customer trust.

Qualifications

• 3+ years in customer support or customer success in financial services, crypto, or tech.
• Direct experience supporting high-value customers preferred.
• Strong ability to investigate root causes and resolve complex issues.

Responsibilities

• Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email.
• Build deep expertise in the company products and crypto landscape to advise customers and match solutions to their profiles.
• Identify customer needs proactively to reduce friction and strengthen trust in the platform.
• Escalate and resolve critical cases with urgency with cross-functional teams.
• Communicate clearly with stakeholders to align on resolutions and drive improvements in experience.

Skills

Customer support experience

Blockchain/web3 knowledge

English communication

Root-cause analysis

AI tooling

Job description

Ready to do the most impactful work of your career? Atthe company, 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. the company 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 the company.

As a Customer Support Specialist II on the Premium Support team within Customer Experience, you'll serve as a subject matter expert for the company's products, delivering world-class service to our highest-value customers. This team provides personalized, multi-channel support that directly protects customer trust and drives retention across the company's fastest-growing segments. You'll own complex customer issues end-to-end across phone, messaging, and email, resolving problems at the root cause while guiding customers to unlock additional products and features.

What you'll do:

• 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 the company 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 the company'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.

Required Skills and Experience:

• 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.

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):

₱798,300—₱798,300 PHP

• *Equal Opportunity Employer: the company 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]the company.com.Need screen reading technology? Click here to download a free compatible screen reader and view thetutorial.*

• *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.