You will be responsible for providing best in class customer support, handling customers proactively to mitigate issues, handling contacts through to resolution, and collaborating across teams of subject matter specialists to fix issues with urgency.
Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.
Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
Champion clear communication with internal and external partners to align on solutions and drive results.
Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile.
Opportunities to support international or regional ad-hoc projects in addition to core work.

Requirements

Minimum of 2 years of relevant experience in a customer service or support role in a fast paced environment including working with high value customers.
Proficiency in both English and Mandarin, with the ability to read, write, and communicate effectively in both languages.
Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto.
Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
Fantastic communication and passion for assisting customers to use Coinbase products successfully.

Benefits

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer supportdata analysisproblem resolutionblockchainweb3stakingROIself-custodycrypto

Soft Skills

communicationinvestigative mentalityproactive problem solvingadaptabilitycollaborationcustomer empathytrust building