What you’ll be doing (ie. job duties):
- Responsible for providing support for Coinbase customers by investigating, troubleshooting and resolving customer issues across multiple channels (email, social and/or chat).
- Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.
- Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams.
- Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
- Proactively drive impactful changes across workflows, policies and tools by working with internal support teams and vendor partners.
- Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
What we look for in you (ie. job requirements):
- Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
- Must work in a defined shift, as required by the business. Weekend support may be required.
- Minimum of 3 years of relevant experience in financial services, crypto, technology, and/or customer support.
- Experience with different channels of support, including voice, e-mail, social and/or chat.
- Fantastic 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
Nice to haves:
- Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
- Experience working with and partnering with external outsource business partners.
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About this role
May 21st, 2021
Job posted on
February 8th, 2021
About the companyThe world’s leading exchange for digital currencies Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies...
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