Staff Mapping Analyst
Intelligent Medical Objects (IMO)
CX Incident and Bug Analyst III
Coinbase
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $40,064 - $47,810 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). You should be able to gauge customer impact and guide decisions with Product Managers, Engineers, Legal, and other related partners with users in mind.
- 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.
- 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.
- Must work in a defined shift, as required by the business.
- 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.
- Must be able to read, write and speak in English
- Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual.
Benefits
- target bonus
- target equity
- benefits (including medical, dental, vision and 401(k))
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
incident managementcustomer supportCRM toolingSalesforceplatform incident management
Soft skills
communication skillstactical communicationempathetic communicationflexibilityadaptabilitycuriosityproblem-solving
