Customer Success Agent II

As a Customer Success Agent, you will serve as a primary subject matter expert for Coinbase’s products, providing world-class service and support to our most valued customers. You’ll join a team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission. We’re looking for an individual who has a passion for making the customer experience seamless and phenomenal.

What you’ll be doing (ie. job duties):

• 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.
• 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.

What we look for in you (ie. job requirements):

• Motivated by Coinbase’s mission and creating a seamless experience for our highest value customers. 
• Minimum of 1 year 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.

Nice to haves:

• 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 Banking, Wealth Management, Corporate Fiance, Asset Management or FinTech
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.

Note: This role requires full-time, in-office presence at our Charlotte location. In order to support the 24/7 nature of cryptocurrency, shifts may include weekend and night.

Job ID: G2704

#LI-Onsite

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Your interview responses, in the form of a voice recording and/or transcript will be assessed in terms of the job qualifications and characteristics listed in the position description above by a human recruiter.  

For other select roles, Coinbase is piloting BrightHire, an AI interview intelligence platform, to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. 

Depending on your role and stage in the application process, you will be informed of more specifics regarding which tool(s) will be used as part of the interview process.  

These interview tools enable us to give a greater number of candidates an initial interview who meet our mandatory hiring criteria. The above pilots are for testing purposes and Coinbase will not use AI to make an employment decision. To request a reasonable accommodation due to disability, please contact [email protected].