Customer Support Agent Ii

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

**What you’ll be doing (ie. job duties)**:

- Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
- Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.
- Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible, ensure all defects are logged appropriately.
- Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
- Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.
- Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
- Champion clear communication with internal and external partners to align on solutions and drive results.
- Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile.

**What we look for in you (ie. job requirements)**:
**Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.**Motivated by Coinbase’s mission and creating a seamless experience for our highest value customers.**
- Minimum of 1 year of relevant experience in a customer service or support role in a fast paced environment including working with high value customers.
- Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
- Fantastic communication and relationship management skills, passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high value Coinbase power users.

**Nice to haves**:

- Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
- High level of proficiency in cryptocurrency and Coinbase products
- Experience in Banking, Wealth Management, Corporate Fiance, Asset Management or FinTech
- Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.

**PID**:G2786

**Pay Transparency Notice**:The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + benefits (including medical, dental, and vision).
- Pay Range:

- $72,700—$72,700 SGD

**Commitment to Equal Opportunity**:
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.