Role in brief
Coinbase is hiring a Customer Success Specialist II to provide support to premium customers. This role involves proactive issue resolution and clear communication, requiring a foundational understanding of blockchain and crypto. It suits individuals with customer service experience who can adapt to a fast-paced, remote environment.
About the role
This position focuses on delivering high-quality customer support, specifically for Coinbase's premium clients. The work involves proactively addressing customer issues, utilizing data and feedback to find solutions, and ensuring efficient resolution. A key aspect is developing a thorough understanding of Coinbase's product offerings to better assist users.
The role requires clear communication with internal partners to achieve desired outcomes for customers. Success in this position means consistently providing effective support, contributing to customer satisfaction, and helping to maintain the company's service standards. The environment is described as fast-paced, necessitating adaptability.
Candidates should have prior experience in customer service and a basic grasp of the underlying technologies like blockchain and web3. While remote, the role includes some required in-person participation throughout the year, indicating a hybrid element. There are also opportunities to contribute to international or regional projects.
The salary for this position ranges from $90,000 to $150,000 annually.
Skills that matter here
- generative AI tools: The role will involve using generative AI tools to enhance customer support processes or efficiency.
- blockchain: A basic understanding of blockchain technology is required to assist customers effectively with related inquiries.
- web3: Familiarity with web3 concepts is necessary to comprehend the customer's context and product usage.
- crypto: Basic knowledge of cryptocurrency is essential for providing informed support to users of a crypto platform.
Who this role suits
- Someone with at least two years of experience in customer service or support.
- An individual who can communicate clearly and proactively resolve issues.
- A person who is adaptable and comfortable in a rapidly changing work environment.
- A candidate with a foundational understanding of blockchain and crypto technologies.
From the employer
- Provide best in class customer support.
- Handle customer issues proactively and resolve them efficiently.
- Utilize data and feedback to address critical customer issues.
- Communicate clearly with partners to drive results.
- Develop a deep understanding of Coinbase products.
- Minimum of 2 years of experience in customer service or support.
- Proficiency in English.
- Basic knowledge of blockchain, web3, and crypto.
- Flexible and adaptable to a fast-paced environment.
- Remote work with required in-person participation throughout the year.
- Opportunities to support international or regional projects.
- Salary range: $90K-$150K.
Questions about this role
What is the remote work policy for this role?
This is a remote position based in Cyprus, but it requires some in-person participation throughout the year.
What level of seniority is this position?
This role is for a middle-seniority professional.
What are the core skills required for this job?
Key requirements include proficiency in English, at least two years of customer service experience, and basic knowledge of blockchain, web3, and crypto.