Coinbase · 6 hours ago
Customer Success SME III
Remote - USA
Full-time
Remote
Entry, Mid Level
2+ years exp
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Responsibilities
Identify opportunities to optimize existing processes and KPIs through continuous improvement initiatives.
Manage and prioritize the problems, ensuring submitted ideas are reviewed and acted upon within defined SLAs..
Identify and execute on opportunities to eliminate, automate, and optimize (EAO) using data analysis.
Collaborate with cross-functional teams to discuss proposed solutions and coordinate their implementation.
Submit tooling enhancement requests to relevant teams based on observations and testing.
Collaborate with the Knowledge Management team on content updates and with L&D on training material revisions.
Dedicate at least 10 hours per week to hands-on production roles to stay updated on workflows and identify areas for improvement.
Provide flexible support during workload spikes and work with the manager to define guardrails for production hours.
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.
Qualification
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Required
Minimum 2 years of professional experience in a related production role, demonstrating a solid foundation in industry practices.
Comprehensive knowledge of Customer Experience and customer service best practices, with specialized domain expertise.
History of actively contributing to continuous process improvements within an organization.
Exceptional analytical capabilities coupled with strong problem-solving skills.
Superior communication skills with proven ability to effectively manage and engage stakeholders.
Demonstrated ability to multitask efficiently and manage competing priorities effectively.
Demonstrated proactive approach in suggesting and implementing organizational improvements.
A strong commitment to continuous improvement and ongoing learning.
Basic understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrency.
High flexibility and adaptability to meet the evolving demands of a rapidly-growing, fast-paced organization.
Preferred
High level of proficiency in cryptocurrency and Coinbase products.
Previous experience in tech, crypto, finance, or fintech.
Certification in process improvement methodologies such as Lean Six Sigma, Agile, etc.
Experience with process modeling and mapping tools.
Experience working with remote or virtual teams.
Ability to navigate ambiguity and work independently.
Benefits
Target bonus
Target equity
Benefits (including medical, dental, vision and 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
H1B Sponsorship
Coinbase has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (69)
2022 (233)
2021 (235)
2020 (75)
Funding
Current Stage
Public CompanyTotal Funding
$1.85BKey Investors
ARK Investment ManagementDFJ GrowthTiger Global Management
2024-03-13Post Ipo Debt· $1.1B
2023-09-05Post Ipo Debt· $180M
2022-11-09Post Ipo Equity· $21.4M
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
CFO
Recent News
Company data provided by crunchbase
