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Customer Support Specialist ll

Coinbase · Posted Oct 29

Cryptocurrency exchange, digital wallet, custody, and blockchain infrastructure services

Hyderabad, IndiaFull-timeOnsiteMid Level2–3 yearsFrom ₹7.0L yearly68 applicants
CryptocurrencyFintechFinancial ServicesBlockchainPaymentsPublic Company
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About the role

Coinbase is a remote-first company on a mission to increase economic freedom, and this role sits within its customer support organization for a global customer base. The team provides support across phone, messaging, and email channels for customers of Coinbase's crypto and financial services products. As a Customer Service Agent II, you will investigate and resolve customer issues, drive root-cause fixes and accurate issue tracking, and serve as a trusted advisor between customers and the company.

What you will do

  • Responsible for providing support for 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.
  • Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.

Skills used in this role

What the employer is looking for

  • Motivated by Coinbase’s mission and creating a flawless support experience for our global customer base.
  • Shift and weekend work is a requirement.
  • Minimum of 2-3 years of relevant experience in customer support and/or financial services, crypto, technology.
  • Experience with different channels of support, including voice, messaging, and email.
  • Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Must be able to read, write and speak in English.
  • Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
  • Willing to work from an office at Hyderabad, India
  • 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

  • Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
  • Experience working with and partnering with external business partners.

Benefits and support

  • Bonus eligibility
  • Medical, dental, and vision benefits

About Coinbase

Coinbase logo

Coinbase

Company website
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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

Y CombinatorAndreessen HorowitzTiger Global ManagementUnion Square VenturesRibbit Capital
  • 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

BA
Brian Armstrong

Co-Founder and Chief Executive Officer

EC
Emilie Choi

President and Chief Operating Officer

AH
Alesia Haas

Chief Financial Officer

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