Coinbase

Resolution Operations Specialist

Coinbase

full-time

Posted on:

Location Type: Hybrid

Location: United States

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Salary

💰 $32 - $38 per hour

Job Level

Junior

About the role

  • Serve as a trusted advisor to Coinbase’s high-net-worth customers, delivering white-glove support across inbound and proactive channels.
  • Anticipate customer needs, proactively resolve friction, and create value-add opportunities that deepen trust and strengthen long-term relationships.
  • Stay current on crypto markets, Coinbase products, and regulatory developments to guide customers with clarity and confidence.
  • Investigate, troubleshoot, and resolve complex issues with accurate root-cause analysis and durable solutions.
  • Partner with Compliance to mitigate fraud, review alerts, and protect customer accounts.
  • Monitor and analyze customer activity to detect anomalies, prevent risk exposure, and close process gaps.
  • Own casework end-to-end, ensuring timely resolution, clear communication, and consistent follow-through.
  • Collaborate with product, engineering, and operations teams to document and relay customer insights that eliminate defects in the customer experience.
  • Partner with cross-functional specialists to identify opportunities for customers to unlock additional Coinbase features, services, and products.

Requirements

  • Minimum of 1 year of relevant experience in a customer service or support role in a fast paced environment including working with high value customers.
  • Exceptional communication and executive presence; able to engage high-net-worth clients with empathy, professionalism, and clarity.
  • Strong investigative and analytical skills with the ability to identify patterns, assess risk, and recommend solutions.
  • Proven track record of handling complex issues end-to-end, balancing urgency with thoughtful problem-solving.
  • Comfort with ambiguity and change; able to thrive in a fast-paced environment where new challenges emerge daily.
  • A bias for action and ownership; you see problems through to resolution and proactively raise opportunities to add value.
  • Deep interest in crypto, financial markets, and emerging technology; eager to continuously learn and apply that knowledge in customer interactions.
Benefits
  • bonus eligibility
  • medical insurance
  • dental insurance
  • vision insurance
  • 401(k)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
root-cause analysisrisk assessmentproblem-solvingcustomer supportcase managementdata analysisissue resolutionfraud mitigationcustomer activity monitoringprocess improvement
Soft skills
communicationempathyprofessionalismanalytical skillsinvestigative skillsadaptabilityownershipproactive mindsetrelationship buildingexecutive presence