Customer Support Specialist ll

As a Customer Support Specialist II at Coinbase, you'll join a high-performing team of support professionals whose work is critical to Coinbase's mission of increasing economic freedom. You'll assist customers and teammates with inquiries, resolve issues, and ensure a positive experience across multiple channels. You'll serve as a bridge between customers and the company, offering empathetic, knowledgeable, and efficient support.

What you'll do

• Provide support for Coinbase customers across multiple channels (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 by listening and empathizing with customers so they know they are valued, ensuring 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; where 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 other Customer Support Specialists by setting an example through performance and work ethic

What you bring

• Alignment with Coinbase's mission and drive to create a flawless support experience for the global customer base
• Minimum 2-3 years of relevant experience in customer support and/or financial services, crypto, or technology
• Experience with different channels of support, including voice, messaging, and email
• Phenomenal communication skills to operate globally across multiple departments and stakeholders
• Fluency in English (read, write, and speak)
• Experience at crypto exchanges or in financial services, ideally in payments, trading operations, or technical support
• Flexibility and adaptability to meet the evolving needs of a high-growth organization
• Willingness to work from an office in Manila, Philippines
• Ability to work shifts and weekends
• Ability to responsibly use generative AI tools and copilots (such as LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs

Nice to have

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

What we offer

• Annual base salary range of ₱364.61-₱383.80 PHP, with bonus eligibility and benefits including medical, dental, and vision coverage
• Quarterly in-person working sessions called "surges" for team collaboration

About Coinbase

Coinbase is a remote-first company building the future of finance with a mission to increase economic freedom. The company operates globally with a high-performing culture that pushes people past their perceived limits.