Customer Support Specialist ll

Customer Support Specialist II

Coinbase is a leading cryptocurrency exchange platform on a mission to increase economic freedom globally. The company operates with high standards and an intense, mission-driven culture where remote-first work is supported by quarterly in-person "surge" sessions for concentrated collaboration. As a Customer Support Specialist II, you'll join a dedicated support team whose work directly enables Coinbase's success in serving its worldwide customer base. You'll handle customer inquiries across multiple channels while serving as a knowledgeable bridge between customers and the organization.

What you'll do

• Provide support to Coinbase customers via phone, email, and messaging by investigating, troubleshooting and resolving their issues efficiently
• Leverage available tools and resources to maintain high support standards and resolve problems on first contact whenever possible
• Listen empathetically to customer concerns, document issues accurately, and escalate systemic problems to appropriate teams for upstream solutions
• Think critically to identify root causes and take ownership of resolution, ensuring all unresolved defects are properly logged
• Educate customers proactively and set clear expectations to add value beyond basic issue resolution
• Demonstrate strong performance and work ethic as a model for other support team members
• Use generative AI tools and copilots responsibly in daily workflows while maintaining human oversight and delivering quality business outcomes

What you'll bring

• Two to three years of relevant customer support experience, ideally in financial services, cryptocurrency, technology, or related fields
• Demonstrated proficiency across multiple support channels including voice, email, and messaging
• Strong English communication skills to collaborate effectively across global teams and departments
• Flexibility and adaptability in a fast-paced, high-growth environment with evolving priorities
• Ability to work shifts and weekends as required
• Prior experience at crypto exchanges or in payments, trading operations, or technical support roles
• Comfort learning and applying new technologies, including familiarity with generative AI tools

Nice to have

• Proficiency with Google Workspace, JIRA, Salesforce Service Cloud, or Amazon Connect
• Experience partnering with external business stakeholders

What they offer

• Full-time position based in Hyderabad or Manila
• Annual base salary of 700,000 INR
• Benefits including medical, dental, and vision coverage
• Bonus eligibility as part of total compensation