Customer Success Team Agent II

The role

You will serve as a primary subject matter expert providing service and support to high value customers. You will promote customer retention and satisfaction by maintaining relationships and proactively addressing needs.

What you will do

• Promote customer retention, growth and satisfaction by maintaining positive and long-term customer relationships
• Proactively reach out to customers based on user data
• Follow-up on communications or provide additional education for highest value customers
• Provide best in class customer support and handle contacts through to resolution
• Collaborate across teams of subject matter specialists to fix issues with urgency
• Utilize data and customer feedback to address critical customer issues at the root cause
• Proactively identify customer needs to simplify the customer experience
• Champion clear communication with internal and external partners
• Develop a deep understanding of Coinbase products and the macro crypto environment

Required qualifications

• Willingness to work nights and weekends
• 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
• 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 relationship management skills

Nice to have

• High level of proficiency in cryptocurrency and Coinbase products
• Previous experience in tech, crypto, finance, or fintech

Before you apply

• Candidates may submit a maximum of 3 applications within a 6-month period

About the company

Coinbase is a remote-first company with a mission to increase economic freedom. They are a group of hard-working overachievers focused on building the future of finance and Web3.