Customer Success Team Agent II

Coinbase

4d • Remote

About The Position

The Customer Success Associate serves as a primary subject matter expert on Coinbase products, delivering high-quality service and support to valued customers. The role focuses on making customer experiences seamless, supporting retention and satisfaction, anticipating customer needs, and helping customers navigate Coinbase products and changes in the crypto environment. The position works with customer-focused support professionals and subject matter specialists to resolve issues promptly and improve the customer experience.

Requirements

• At least 1 year of relevant customer service or support experience in a fast-paced environment, including experience with high-value customers.
• Basic knowledge of blockchain, Web3, staking, ROI or staking rewards, self-custody, and/or cryptocurrency.
• Willingness to work nights and weekends to support cryptocurrency markets operating 24/7.
• Motivation to support Coinbase’s mission and create a seamless experience for high-value customers.
• Flexibility and adaptability to meet the evolving needs of a high-growth, fast-paced organization.
• Strong communication and relationship-management skills.
• Passion for helping customers use Coinbase products successfully and eagerness to build a community of high-value Coinbase power users.

Nice To Haves

• High proficiency in cryptocurrency and Coinbase products.
• Previous experience in technology, crypto, finance, or fintech.

Responsibilities

• Promote customer retention, growth, and satisfaction by building positive, long-term customer relationships.
• Proactively contact customers based on user data, follow up on communications, and provide additional education to high-value customers.
• Provide high-quality customer support, proactively mitigate issues, and manage customer contacts through resolution.
• Collaborate with subject matter specialists across teams to resolve issues urgently.
• Use data and customer feedback to investigate critical customer issues, identify root causes, and eliminate customer-experience defects.
• Anticipate customer needs to simplify the experience, reduce friction, and strengthen trust in Coinbase.
• Communicate clearly with internal and external partners to align on solutions and drive results.
• Develop a strong understanding of Coinbase products and changes in the crypto environment to guide customers and help them access relevant features, services, and products.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed