Customer Support Specialist ll

Coinbase, Inc.; United States; Hybride; USD 40 000 - 60 000; Plein temps

Résumé du poste

Coinbase, Inc. is seeking a Customer Service Agent II to join a high-performing team focused on delivering an excellent customer experience across phone, messaging, and email channels.

The role emphasizes empathy, issue resolution, and ownership, with a mission to support customers globally. Shift and weekend work are required, and prior experience in crypto or financial services is preferred.

Qualifications

• 2-3 years of relevant experience in customer support and/or financial services, crypto, technology.
• Experience with different channels of support, including voice, messaging, and email.
• Phenomenal communication skills to operate globally across multiple departments and stakeholders.
• Willing to work from an office at Hyderabad, India.

Responsabilités

• Provide support for Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving issues.
• Use all available resources to ensure high standards and efficiency.
• Be a trusted advisor, listen and empathize so the customer feels valued and heard.
• Take ownership and diagnose root causes to resolve issues on first contact, logging defects if needed.
• Seek opportunities to add value for customers through education and proactive communication.
• Set a high bar for the team through example and performance.

Connaissances

Customer service

Multichannel support

English proficiency

Communication skills

Outils

Google Apps

JIRA

Salesforce Service Cloud

Amazon Connect

Description du poste

Ready to do the most impactful work of your career? At Coinbase , 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. Coinbase 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 Coinbase .

JOB DESCRIPTION

As a Customer Service Agent II, you'll join a high performing team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. You will dedicate your time to assisting customers and teammates with inquiries, resolving issues, and ensuring a positive experience for our customers. You will serve as a bridge between the customers and the company, offering empathetic, knowledgeable, and efficient support.

What you'll be doing (ie. job duties)

• Responsible for providing support for 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.
• Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.

What we look for in you (i.e. job requirements)

• Motivated by Coinbase's mission and creating a flawless support experience for our global customer base.
• Shift and weekend work is a requirement.
• Minimum of 2-3 years of relevant experience in customer support and/or financial services, crypto, technology.
• Experience with different channels of support, including voice, messaging, and email.
• Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Must be able to read, write and speak in English.
• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• Willing to work from an office at Hyderabad, India

Nice to haves

• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
• Experience working with and partnering with external business partners.

Requirements

• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.

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Pay Transparency Notice

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): ₱364.61 - ₱383.80 PHP

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: Coinbase 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: ViewEmployee Rights (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf),Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf), andE-Verify (https://static-assets.coinbase.com/e-verify.pdf) 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]coinbase.com. Need screen reading technology?Click here (https://chromewebstore.google.com/detail/screen-reader/kgejglhpjiefppelpmljglcjbhoiplfn) to download a free compatible screen reader and view thetutorial (http://www.chromevox.com/tutorial/).
• Data Privacy & Arbitration: By submitting your application, you agree to ourCandidate Privacy Notice (https://www.coinbase.com/legal/applicant_privacy_notice). US applicants: By submitting your application, you agree toArbitration of Disputes (https://www.coinbase.com/legal/application-arbitration-agreement).