Customer Success Specialist II

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Coinbase

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

₿ Crypto

💸 Finance

💳 Fintech

💰 $21.4M Post-IPO Equity on 2022-11

Crypto • Finance • Fintech

Coinbase is a leading cryptocurrency exchange platform that allows individuals and institutions to buy, sell, and trade various crypto assets such as Bitcoin and Ethereum. The company offers advanced trading tools, institutional solutions, and a self-hosted wallet for storing and managing cryptocurrencies. With a strong focus on security and transparency, Coinbase provides a trusted platform used by millions globally. It supports various features including staking, earning rewards, and spending crypto through their cards. Additionally, Coinbase provides developer tools and APIs for building onchain applications, making it a comprehensive hub for engaging in the crypto economy.

📋 Description

• Own end-to-end resolution of Premium customer inquiries across phone, messaging, and email, proactively mitigating issues and collaborating with subject matter specialists to resolve cases with urgency • Investigate root causes of critical customer issues using data and customer feedback, driving actionable improvements that eliminate recurring defects in the customer experience • Identify customer needs before they escalate by monitoring account signals, simplifying workflows, and guiding customers to features, services, and products that match their profile • Build and maintain deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, equities, derivatives, and futures, to advise customers with confidence • Partner with international and regional teams on ad-hoc projects that improve Premium customer operations and support quality across markets

🎯 Requirements

• 2+ years in a customer service or support role working directly with high-value or premium-tier customers in financial services, crypto, or technology • Proficiency in English with the ability to read, write, and communicate complex product concepts clearly across phone, email, and messaging channels • Foundational knowledge of blockchain, web3, staking, self-custody, crypto, equities, derivatives, and futures sufficient to troubleshoot customer issues independently • Willingness to work rotating shifts and weekends to support 24/7 global Premium customer coverage • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.