Customer Support Specialist ll
Core
Primary subject matter expert for Coinbase products, providing world-class service and support to high-profile customers across phone, messaging, and email channels.
Role type
Senior IC customer support specialist (crypto/financial services)
Builds
Seamless customer experience and trust in Coinbase products
Domain
Cryptocurrency, Web3, Financial Services
Deliverable
client delivery
Required skills
Troubleshooting, critical thinking, root cause analysis, empathetic communication, proactive issue resolution, product expertise, stakeholder collaboration
Preferred skills
Blockchain knowledge, Web3 concepts, staking mechanics, self-custody, crypto market dynamics, training experience, quality auditing, banking/wealth management background, CRM tools proficiency
Technologies
JIRA, Salesforce Service Cloud, Amazon Connect
Responsibilities
Investigate and resolve high-profile customer issues across multiple channels, identify root causes to eliminate defects, proactively identify customer needs, collaborate with internal teams to fix issues, guide customers on product features and crypto environment changes
Seniority
Senior, hands-on IC