Coinbase · 10 hours ago
Customer Success Specialist
Charlotte, NC
Full-time
Onsite
Entry Level
$32.45/hr - $32.45/hr
1+ years expCoinbase is on a mission to increase economic freedom globally, and they are seeking a Customer Success Specialist to provide world-class service and support to their valued customers. This role involves troubleshooting customer issues across multiple channels and ensuring a seamless customer experience.
BitcoinBlockchainCryptocurrencyFinTechTrading Platform
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
Required
This role requires full-time, in-office presence at our Charlotte location
Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets
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
Preferred
Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support
High level of proficiency in cryptocurrency and Coinbase products
Experience in Banking, Wealth Management, Corporate Finance, Asset Management or FinTech
Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect
Benefits
Medical
Dental
Vision
401(k)
Company
Coinbase
Coinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$4.45BKey Investors
ARK Investment ManagementTiger Global ManagementIVP
2025-08-05Post Ipo Debt· $2.6B
2025-03-04Post Ipo Equity· $8M
2024-03-13Post Ipo Debt· $1.1B
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
CFO
Recent News
2026-01-22
2026-01-22
Company data provided by crunchbase