Customer Support Specialist ll

JOB DESCRIPTION

As a Customer Service Agent II, you’ll join a high performing team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. You will dedicate your time to assisting customers and teammates with inquiries, resolving issues, and ensuring a positive experience for our customers. You will serve as a bridge between the customers and the company, offering empathetic, knowledgeable, and efficient support. 

What you’ll be doing (ie. job duties):

• Responsible for providing support for Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues.
• Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
• Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.
• Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible, ensure all defects are logged appropriately.
• Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
• Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.

What we look for in you (i.e. job requirements):

• Motivated by Coinbase’s mission and creating a flawless support experience for our global customer base.
• Shift and weekend work is a requirement.
• Minimum of 2-3 years of relevant experience in customer support and/or financial services, crypto, technology.
• Experience with different channels of support, including voice, messaging, and email. 
• Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Must be able to read, write and speak in English.
• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• Willing to work from an office at Hyderabad, India

Nice to haves:

• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
• Experience working with and partnering with external business partners.

Requirements: 

• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human‑in‑the‑loop practices to deliver business‑ready outputs and drive measurable improvements in efficiency, cost, and quality.

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