Social Support Agent

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

Team/ Role: Responsible for providing support for Coinbase customers across multiple channels (Social Media & Email) by investigating, troubleshooting and resolving customer issues.

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

• Responsible for providing support for Coinbase customers across multiple channels (Social Media & 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 customer 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.
• Set a high bar for Customer Service Analysts within the organization by setting an example through performance and work ethic.

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

• Minimum 2 years of relevant experience in customer support and/or financial services, crypto, technology.
• Motivated by Coinbase’s mission and creating a flawless support experience for our global customer base.
• Shift and weekend work is a requirement.
• Experience with different channels of support including messaging, email and social media.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Phenomenal communication skills (written & verbal) in order to operate globally across multiple departments and stakeholders.
• Bachelor's degree or equivalent
• Travel to the office for work as required. 

Nice to haves:

• 1 year of experience providing customer support over social media platforms (Twitter/Facebook/Instagram/Reddit)
• Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.
• Advanced understanding of Google apps, JIRA, Salesforce, and Sprinklr
• Experience working and partnering with internal stakeholders.

Position ID:  G2594

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + benefits (including medical, dental, and vision).

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.  For US applicants, you may view the Know Your Rights notice here.  Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law. 

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.