Customer Support Specialist II
Coinbase
Salary undisclosed
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Description
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
What you'll do:
- Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email, driving first-contact resolution and logging defects when escalation is required.
- Build deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.
- Identify customer needs proactively before they become issues, reducing friction and strengthening trust in Coinbase's platform.
- Partner with cross-functional subject matter specialists to escalate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
- Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in the customer experience.
- 3+ years of experience in customer support or customer success in financial services, crypto, or technology, including direct experience supporting high-value customers.
- Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
- Demonstrated ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently.
- Full-time, in-office presence five days a week with willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
- Proficiency in English with the ability to communicate complex product concepts clearly across phone, email, and messaging channels.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
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Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
Benefits
- health insurance
About this role
Coinbase's Premium Support team is seeking a Customer Support Specialist II to serve as a subject matter expert supporting the company's highest-value customers across phone, email, and messaging. You'll own complex issues end-to-end, troubleshooting problems at their root cause while proactively identifying customer needs and guiding them toward additional products and features. The role demands deep expertise in Coinbase's offerings—blockchain, web3, staking, derivatives, and self-custody—and the ability to communicate these concepts clearly to customers with varying levels of crypto knowledge.
This position requires at least three years of customer support or success experience in financial services, crypto, or technology, with demonstrated track record supporting high-value accounts. You'll work full-time in the Manila office five days a week, with flexibility to work nights and weekends given the 24/7 nature of cryptocurrency markets. The role involves cross-functional collaboration with internal specialists to escalate critical cases, synthesize customer feedback into actionable insights, and drive measurable improvements in customer experience. You should be comfortable using generative AI tools responsibly while maintaining human oversight, and possess strong investigative skills to resolve issues independently.
The base salary is ₱798,300 annually, with potential bonus eligibility and benefits including medical, dental, and vision coverage. Coinbase operates on a hybrid model with quarterly in-person "surge" sessions for intensive collaboration.
How this employer is doing
average
- H1B: Active Visa Sponsor
- Legal Issue
- Recently Raised Funding
- Active Visa Sponsor
In the news
Citi and Coinbase Pair Stablecoin Payments With Fiat Settlement, PYMNTS.com
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Pay for this role
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