Customer Support Specialist II

As a Customer Support Specialist II at Coinbase, you serve as a subject matter expert for Coinbase's products, providing world-class service and support to the company's most valued customers. You join a team of customer-focused support professionals whose performance is essential to Coinbase's mission of increasing economic freedom. You'll handle support across multiple channels and work to make the customer experience seamless and phenomenal.

What you'll do

• Provide support for high-profile Coinbase customers across phone, messaging, and email by investigating, troubleshooting, and resolving customer issues.
• Use all available resources to ensure high standards are met and work is carried out efficiently.
• Act as a trusted advisor, listen and empathize so customers know they are valued, and 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 customer issues on first contact, logging all defects appropriately when escalation is necessary.
• Seek opportunities to add value for customers through education, proactivity, and clear expectation setting.
• Provide best-in-class customer support, handle customers proactively to mitigate issues, handle contacts through to resolution, and collaborate across teams of subject matter specialists to fix issues with urgency.
• Model an investigative mentality by utilizing data and customer feedback to address critical customer issues at the root cause and eliminate defects in the customer experience.
• 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 macro crypto environment so you can guide customers to navigate the quickly moving and ever-changing crypto world and unlock additional features, services, and products that benefit their unique profile.

What you bring

• Availability for full-time, in-office presence, five days a week.
• Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
• Motivation by Coinbase's mission and a commitment to creating a seamless experience for high-value customers.
• Minimum of 3 years of relevant experience in a customer service or support role in a fast-paced environment, including work with high-value customers.
• Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto.
• Flexibility and adaptability to meet the evolving needs of a high-growth, 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.
• The ability to responsibly use generative AI tools and copilots such as LibreChat, Gemini, and 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.

Nice to have

• Experience at crypto exchanges or in financial services, ideally in payments, trading operations, or technical support.
• High-level proficiency in cryptocurrency and Coinbase products.
• Experience in training and/or quality auditor roles.
• Experience in banking, wealth management, corporate finance, asset management, or FinTech.
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.

What we offer

• Annual base salary of 700,000 INR (excluding bonus).
• Bonus eligibility and benefits including medical, dental, and vision coverage.
• Quarterly in-person working sessions called "surges" for intense team collaboration.

About Coinbase

Coinbase is a remote-first company on a mission to increase economic freedom. The company is a leading cryptocurrency exchange serving customers globally.