Senior Payments Operations Specialist
Coterie
Associate, Prime Operations
Coinbase
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $108,630 - $127,800 per year
Job Level
JuniorMid-Level
Tech Stack
CloudWeb3
About the role
- Serve as the first point of contact for clients on all operational issues, providing responsive Tier 1 support and owning the full lifecycle of an issue from initial triage through to resolution.
- Partner directly with Engineering to troubleshoot and resolve complex on-chain and platform-level issues, providing clear, concise analysis to accelerate resolution.
- Assist in the execution of core token events, including vesting releases and distributions, ensuring accuracy and timeliness.
- Lead the operational onboarding for new clients, ensuring a seamless setup and providing expert guidance on platform workflows.
- Proactively identify opportunities for process improvement, converting recurring support requests into scalable, self-serve documentation and improved operational runbooks.
Requirements
- 3+ years of relevant experience in a high-stakes operational, technical support, or client-facing role within crypto, fintech, or capital markets.
- A systems-level thinker: You don’t just resolve the issue at hand; you instinctively look for root causes, patterns, and opportunities to build more scalable, efficient processes for the future.
- Strong foundational understanding of blockchain transactions, wallets (custodial and non-custodial), and key Web3 concepts.
- Proven ability to execute with precision and a high degree of ownership, especially under tight timelines.
- Proficiency with support/CRM tooling (e.g., Zendesk, Salesforce Service Cloud).
- Demonstrated experience protecting user privacy and handling confidential information.
- Excellent de-escalation skills and the ability to build trust with frustrated users.
- Precise and efficient written and verbal communication, capable of translating technical findings to both client and engineering audiences.
- Cognitive tenacity when dealing with uncertainty and a natural curiosity for solving complex problems.
- Bias for action, a natural sense of urgency, and the capacity to adhere to SLAs.
- Experience creating support playbooks or standard operating procedures (SOPs).
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
blockchain transactionswalletsWeb3 conceptssupport playbooksstandard operating proceduresprocess improvementissue triageoperational onboardingtoken eventsdata analysis
Soft skills
de-escalation skillscommunicationproblem-solvingcognitive tenacitycuriosityownershiptrust-buildingattention to detailadaptabilityurgency
