Customer Support Specialist ll
Core
Provide empathetic, knowledgeable, and efficient support to Coinbase customers across phone, messaging, and email channels, resolving issues and acting as a bridge between customers and the company.
Role type
Senior Customer Support Specialist (Financial Services/Crypto)
Builds
Customer trust and resolution for Coinbase's global customer base
Domain
Cryptocurrency exchanges and financial services
Deliverable
client delivery
Required skills
Troubleshooting, critical thinking, issue tracking, root cause analysis, multi-channel support (voice/messaging/email), financial services knowledge, English fluency
Preferred skills
Experience with Google apps, JIRA, Salesforce Service Cloud, Amazon Connect, external business partner management
Responsibilities
Investigate and resolve customer issues across multiple channels; act as a trusted advisor to ensure customers feel valued; set a high performance bar for the support team; log defects and track issues upstream; provide proactive education and clear expectation setting
Seniority
Mid-level (2-3 years experience)