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Coinbase · 8 hours ago

Customer Success Agent II

Charlotte, NC

Full-time

Onsite

Entry Level

$32.45/hr - $32.45/hr

1+ years exp

Coinbase is on a mission to increase economic freedom in the world and is seeking a passionate Customer Success Agent II. This role involves providing world-class service and support to customers, ensuring their needs are met through effective communication and problem-solving.

BitcoinBlockchainCryptocurrencyFinTechTrading Platform

Comp. & Benefits

Responsibilities

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

Qualification

Customer service experienceBlockchain knowledgeRelationship managementCommunication skillsData utilizationCustomer empathyProactivityTechnical support experienceGoogle appsJIRASalesforce Service CloudAmazon ConnectAdaptabilityCritical thinkingProblem-solvingTeam collaborationFlexibility

Required

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