Support Analyst II

Coinbase San Francisco , CA 94118

Posted 11 months ago

Coinbase is one of the Bay Area's fastest growing, most exciting startups. Having completed Series E funding in November 2018, we are in a unique position to develop new product lines, while continuing to scale our operations globally. Having opened offices in New York, Tokyo and London, we are looking to grow aggressively in 2019. If you have a positive, proactive, startup mentality, and are interested in joining a highly disruptive business on the forefront of the burgeoning cryptocurrency industry, I'd encourage you to apply today.

As a Customer Support Analyst who specializes in crypto, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work. If you're looking to work for a mission driven, employee first organization, please apply today.

Responsibilities:

  • Responsible for providing support for Coinbase customers by investigating, troubleshooting and resolving crypto cases across multiple channels (voice, email, social and/or chat).

  • Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.

  • Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams.

  • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.

  • Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures.

  • Proactively drive impactful changes across workflows, policies and tools by working with internal support teams and vendor partners.

  • Set a high bar for support analysts within the organization by setting an example through performance and work ethic.

Requirements:

  • Familiarity with crypto currency.

  • Motivated by Coinbase's mission and creating a seamless support experience for our global customer base.

  • Must work in a defined shift, as required by the business. Weekend support may be required.

  • Minimum of 4 years of relevant experience in financial services, crypto, technology, and/or customer support.

  • Experience with different channels of support, including voice, e-mail, social and/or chat.

  • Fantastic communication skills in order to operate globally across multiple departments and stakeholders.

  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

Preferred Qualifications:

  • Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.

  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.

  • Experience working with and partnering with external outsource business partners.

Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco's Fair Chance Ordinance and similar local laws.


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Support Analyst II

Coinbase