Analyst

• 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.

CX Incident and Bug Analyst III

Media Search Analyst, English Speaker