Inbound Specialist II, Premium & Wealth

Coinbase, Inc.; United States; Remote; USD 65,000 - 80,000; Full time

Job summary

Coinbase, Inc. is seeking an Inbound Specialist II to support Premium and Wealth customers across multiple channels including phone, email, and chat.

You will build trusted relationships, resolve complex issues quickly, and collaborate with Compliance and Risk teams to maintain secure, compliant experiences. The role requires 1+ years in customer service for high-value clients, strong problem-solving across channels, and knowledge of crypto assets.

Qualifications

• 1+ years in customer service or support, including high-value/premium segments.
• Ability to resolve complex issues across phone, email and messaging channels.
• Knowledge of blockchain, cryptocurrency, staking, self-custody or digital assets; familiarity with traditional finance.

Responsibilities

• Own inbound support for Premium and Wealth customers across phone, messaging, and email.
• Foster trusted relationships by identifying needs and guiding customers to suitable features and products.
• Collaborate with Compliance, Risk, and cross-functional teams to resolve account issues quickly within a regulated framework.
• Drive root-cause analysis from customer data to surface defects and improve the end-to-end experience.
• Develop deep product and crypto landscape expertise to serve as a subject matter expert for Premium/Wealth clients.

Skills

Customer service experience

Multi-channel support

Crypto knowledge

Multilingual

Flexible schedule

Responsible AI usage

Job description

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.

As an Inbound Specialist II, you'll join the Customer Experience team as a frontline specialist supporting Coinbase's highest-value customers, including High Net Worth and Ultra High Net Worth segments. You'll own inbound customer interactions across multiple channels, resolving complex issues with speed and accuracy while building trusted relationships that strengthen retention and satisfaction.

What you'll do

• Own inbound support for Premium and Wealth customers across phone, messaging, and email, investigating and resolving complex issues through to completion on first contact wherever possible.
• Build trusted, long-term relationships with high-value customers by proactively identifying needs, following up on open items, and guiding them to features and products that match their profile.
• Partner with Compliance, Risk, and cross-functional teams to navigate account issues within a regulated, non-advisory framework while maintaining fast and accurate resolution times.
• Drive root-cause analysis by leveraging customer data and feedback to surface defects, reduce friction, and improve the end-to-end customer experience.
• Develop and maintain deep expertise in Coinbase products, blockchain fundamentals, and the evolving crypto landscape to serve as a trusted subject matter expert for Premium and Wealth customers.

Required Skills and Experience

• 1+ years of experience in a customer service or support role, including direct experience servicing high-value, VIP, or premium customer segments.
• Demonstrated ability to investigate and resolve complex customer issues across multiple channels (phone, email, messaging) in a fast-paced, high-volume environment.
• Working knowledge of blockchain, cryptocurrency, staking, self-custody, or digital assets, as well as traditional financial products such as equities, fixed income, or wealth management services.
• Professional proficiency in at least one language beyond English, written and verbal.
• Willingness to work flexible schedules, including nights and weekends, to support the 24/7 nature of cryptocurrency markets.
• 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):

$72,700 $72,700 SGD

• 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.