CX Incident and Bug Analyst III

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Coinbase

WebsiteLinkedInAll Job Openings

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.

1001 - 5000 employees

Founded 2012

₿ Crypto

💸 Finance

💳 Fintech

💰 $21.4M Post-IPO Equity on 2022-11

📋 Description

• Responsible for the day to day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer facing incidents across all Coinbase products. • Responsible to triage and escalate customer reported bugs across all Coinbase Products. • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. • Serve as an escalation point for the Customer Experience organization in high touch critical issues and platform defects (incidents and bugs). You should be able to gauge customer impact and guide decisions with Product Managers, Engineers, Legal, and other related partners with users in mind. • Represent the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams. • Maintain an investigative mentality to help address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain our program at scale.

🎯 Requirements

• Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base. • Experience with CRM tooling, such as Salesforce. • Comfortable responding to high level internal stakeholders, such as executives and board members • Demonstrated experience with end-to-end platform incident management. • Must work in a defined shift, as required by the business. • Minimum of 2 years of relevant experience in incident management and/or customer support. • Exceptional communication skills in order to operate across multiple departments and stakeholders. • Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization. • Must be able to read, write and speak in English • Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual. • Nice to haves: • Experience at crypto exchanges or in financial services • Advanced experience in project management, analytics or quality assurance. • Advanced degree in business, finance, customer experience and/or blockchain. • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. • ITIL V4 Foundation certification • SQL

🏖️ Benefits

• bonus eligibility • equity eligibility • medical benefits • dental benefits • vision benefits