Customer Support Specialist II
Core
Subject matter expert for Coinbase products delivering personalized, multi-channel support to highest-value customers, resolving complex issues end-to-end and guiding them to unlock additional products.
Role type
Senior IC customer support specialist (crypto/financial services)
Builds
Customer trust and retention across Coinbase's fastest-growing segments
Domain
Cryptocurrency, blockchain, web3, financial services
Deliverable
client delivery
Required skills
Complex issue investigation and troubleshooting, root cause analysis, cross-functional partnership, proactive customer needs identification, clear communication of complex concepts, generative AI utilization with human oversight
Preferred skills
Experience supporting high-value customers, knowledge of staking and derivatives markets
Technologies
Phone, messaging, email channels, generative AI tools
Responsibilities
Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email; Build deep expertise in Coinbase products and the evolving crypto landscape; Identify customer needs proactively before they become issues; Partner with cross-functional subject matter specialists to escalate and resolve critical cases; Champion clear communication with internal and external stakeholders to align on resolutions
Seniority
Mid-level, hands-on IC