Customer Support Specialist II

About the role

Coinbase is looking for a Customer Support Specialist II to act as a primary subject matter expert for its products, delivering world-class service to its most valued customers. The company is remote-first but expects quarterly in-person working sessions called surges; the role requires full-time, in-office presence five days a week, with willingness to work nights and weekends to support 24/7 cryptocurrency markets.

Key responsibilities

• Provide support for high-profile customers across phone, messaging and email by investigating, troubleshooting and resolving issues.
• Act as a trusted advisor, listening and empathizing so customers feel valued, and track issues accurately so their voices are heard.
• Find the root cause and resolve issues on first contact where possible; otherwise log defects appropriately.
• Add value through education, proactivity and clear expectation setting, and collaborate with subject matter specialists to fix issues urgently.
• Use data and customer feedback to address issues at the root cause and proactively identify customer needs to reduce friction.
• Communicate clearly with internal and external partners and stay up to date on Coinbase products and the crypto market to guide customers.

Required profile

• Full-time, in-office presence five days a week; willing to work nights and weekends.
• At least 3 years of experience in a customer service or support role in a fast-paced environment with high-value customers.
• Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody and/or crypto.
• Excellent communication and relationship management skills.
• Nice to have: crypto exchange or financial services experience, high-level product knowledge, training or quality auditor experience, banking, wealth management, corporate finance, asset management or FinTech experience, and familiarity with Google apps, JIRA, Salesforce Service Cloud or Amazon Connect.