Customer Support Specialist II

As a Customer Support Specialist II on the Premium Support team within Customer Experience at Coinbase, you serve as a subject matter expert for Coinbase's products, delivering world-class service to the company's highest-value customers. You 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 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 Coinbase's platform.
• Partner with cross-functional subject matter specialists to escalate 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.

What you bring

• 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.
• Ability to utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

What we offer

• Annual base salary of PHP 798,300
• Bonus eligibility and benefits including medical, dental, and vision coverage
• Quarterly in-person working sessions called "surges"

About Coinbase

Coinbase is building the future of finance with a mission to increase economic freedom. The company is remote-first but not remote-only, with a culture that values intensity and excellence.