CX Incident and Bug Analyst
Coinbase
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇸🇬 Singapore
Visit company websiteSalary
💰 SGD 88,000 per year
Job Level
JuniorMid-Level
About the role
- Responsible for the day to day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer facing incidents across all Coinbase products.
- Responsible to triage and escalate customer reported bugs across all Coinbase Products.
- Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
- Serve as an escalation point for the Customer Experience organization in high touch critical issues and platform defects (incidents and bugs).
- Represent the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams.
- Maintain an investigative mentality to help address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain our program at scale.
Requirements
- Minimum of 2 years of relevant experience in incident management and/or customer support.
- Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
- Experience with CRM tooling, such as Salesforce.
- Comfortable responding to high level internal stakeholders, such as executives and board members.
- Demonstrated experience with end-to-end platform incident management.
- Exceptional communication skills in order to operate across multiple departments and stakeholders.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
- Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual.
- Must be able to read, write and speak in English.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Bonus eligibility
- Equity eligibility
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementcustomer supportend-to-end platform incident management
Soft skills
communication skillstactical communicationempathetic communicationflexibilityadaptabilitycuriosityinvestigative mentality