Customer Support Specialist II
Coinbase · Posted Oct 29
Cryptocurrency exchange, digital wallet, custody, and blockchain infrastructure services
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About the role
Coinbase is a remote-first crypto exchange on a mission to increase economic freedom, and this role sits within the customer support team serving its highest-value customers. The team provides support across phone, messaging and email for users of Coinbase's crypto products, including staking, self-custody and web3 offerings. The Customer Success Agent acts as a subject matter expert who investigates and resolves customer issues at root cause, tracks defects and collaborates with subject matter specialists to drive fixes.
What you will do
- Responsible for providing support for high-profile Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues.
- 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.
- You will be responsible for providing best in class customer support, handling customers proactively to mitigate issues, handling contacts through to resolution, and collaborating across teams of subject matter specialists to fix issues with urgency.
- 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.
Skills used in this role
What the employer is looking for
- This role requires full-time, in-office presence, five days a week.
- 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 3 years 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.
- Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.
Preferred qualifications
- 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 training and/or quality auditor roles
- Experience in Banking, Wealth Management, Corporate Finance, Asset Management or FinTech
- Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
Benefits and support
- Bonus eligibility
- Medical insurance
- Dental insurance
- Vision insurance
About Coinbase
Coinbase is a leading financial technology company that operates a secure online platform for buying, selling, transferring, and storing digital assets. Serving retail consumers, institutional investors, and developers worldwide, the company provides comprehensive exchange capabilities, institutional custody services, and scalable blockchain infrastructure like the Base network. Its mission is to increase economic freedom around the world by building the foundational financial rails for the cryptoeconomy.
- Industry
- Cryptocurrency
- Company size
- 4300+ employees
- Founded
- June 2012
- Location
- San Francisco, California, USA
- Funding stage
- Public Company
Funding
Public Company · $547M raised
- 2025-12-19Post IPO Equity$2.6B
- 2021-08-13Post IPOUndisclosed
- 2021-05-17Post IPO$1.25B
- 2020-07-01Series U$75M
- 2018-10-01Series E$300M
Leadership
Co-Founder and Chief Executive Officer
President and Chief Operating Officer
Chief Financial Officer
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