Customer Support

• Own the end-to-end Coinbase One CX experience across Priority Support, Coinbase One Card, and Account Protection/
• Deep dive top CB1 contact drivers to analyze root causes, frequency, and customer impact, and propose solutions that reduce friction through product improvements, automation, and self-service content.
• Continuously improve customer satisfaction (measured by CSAT) to position Priority Support as a clear value proposition of the Coinbase One membership.
• Evolve Priority Support by improving routing, playbooks, processes, and tooling to deliver predictable quality at scale.
• Leverage Priority Support interactions as a retention driver by designing save strategies and enabling agents to educate members on CB1 benefits.
• Drive product adoption at scale by designing treatments that guide members to new products and features.
• Translate voice of customer insights into roadmap changes in partnership with CB1 Product, Engineering, and Design, prioritizing fixes that deliver measurable outcomes
• Enhance the Coinbase Debit Card support program by owning the full CX experience, setting quarterly goals, and driving targeted improvements.

Senior Program Lead, B2C Customer Experience

Associate Consultant, Customer Experience & AI Strategy

Senior Consultant, Customer Experience – AI Strategy

Customer Experience Account Delivery Manager

Servicetechniker, Kundenservice, Außendienst

Financial Support Specialist