Role at a glance
- Job function
-
Customer Support & Contact Center Customer Support
- Salary
- Not Disclosed
- Location
- Hyderabad, India
- Work arrangement
- Remote
- Employment
- Full-time
- Experience
- 3+ years of experience in customer support or customer success in financial services, crypto, or technology
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Role Summary
The Customer Support Specialist II joins Coinbase's Premium Support team within Customer Experience, serving as a subject matter expert for Coinbase products and providing personalized, multi-channel support to high-value customers. The role manages complex customer issues across phone, messaging, and email while helping protect customer trust and improve retention.
What You'll Do
- Investigate, troubleshoot, and resolve complex customer issues across phone, messaging, and email.
- Log defects when escalation is required and drive first-contact resolution.
- Build expertise in Coinbase products and the evolving crypto landscape to advise customers and match solutions to their profiles.
- Identify customer needs proactively to reduce friction and strengthen trust in Coinbase's platform.
- Partner with cross-functional subject matter specialists to escalate and resolve critical cases.
- Champion clear communication with internal and external stakeholders to align on resolutions and drive improvements in the customer...
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
3+ years of experience in customer support or customer success in financial services, crypto, or technology, including direct experience supporting high-value customers; basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets; ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently; proficiency in English; responsible use of generative AI with human oversight.
Required
- 3+ years of experience in customer support or customer success in financial services, crypto, or technology, including direct experience...
- Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets
- Demonstrated ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently
- Proficiency in English with the ability to communicate complex product concepts clearly across phone, email, and messaging channels
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in...
- Full-time, in-office presence five days a week with willingness to work nights and weekends to support the 24/7 nature of cryptocurrency...
Original job description
Content provided by the employer
Original job description
Content provided by the employer
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
As a Customer Support Specialist II on the Premium Support team within Customer Experience, you'll serve as a subject matter expert for Coinbase's products, delivering world-class service to our highest-value customers. This team provides personalized, multi-channel support that directly protects customer trust and drives retention across Coinbase's fastest-growing segments. You'll own complex customer issues end-to-end across phone, messaging, and email, resolving problems at the root cause while guiding customers to unlock additional products and features.
What you'll do:
- Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email, driving first-contact resolution and logging defects when escalation is required.
- Build deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.
- Identify customer needs proactively before they become issues, reducing friction and strengthening trust in Coinbase's platform.
- Partner with cross-functional subject matter specialists to escalate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
- Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in the customer experience.
Required Skills and Experience:
- 3+ years of experience in customer support or customer success in financial services, crypto, or technology, including direct experience supporting high-value customers.
- Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
- Demonstrated ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently.
- Full-time, in-office presence five days a week with willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
- Proficiency in English with the ability to communicate complex product concepts clearly across phone, email, and messaging channels.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
This is an In-Office role
Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
About the company
Coinbase
Large Enterprise
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.