Priority Support Agent II (Onsite - Charlotte, NC)

About the position

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. As a Priority Support Agent, you will serve as a primary subject matter expert for Coinbase’s products, providing world-class service and support to our most valued customers. You’ll join a team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission. We’re looking for an individual who has a passion for making the customer experience seamless and phenomenal.

Responsibilities

• Provide 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 customer 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.
• Log all defects appropriately when issues cannot be resolved on first contact.
• Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
• Handle customers proactively to mitigate issues and collaborate across teams to fix issues with urgency.
• Utilize data and customer feedback to help address critical customer issues at the root cause.
• Proactively identify customer needs before they become an issue to simplify the customer experience.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment.

Requirements

• Motivated by Coinbase’s mission and creating a seamless experience for our highest value customers.
• Minimum of 1 year of relevant experience in a customer service or support role in a fast paced environment.
• 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-haves

• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• High level of proficiency in cryptocurrency and Coinbase products.
• Experience in Banking, Wealth Management, Corporate Finance, Asset Management or FinTech.
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k)
• Target bonus