Employer description & source details
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. Responsible for providing support for high-profile Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues. 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. Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets. 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. 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. 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
Extracted skills: customer success, finance, operations