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Salary: PHP 798,300 - 798,300 / annual
Coinbase is seeking a Customer Support Specialist II to join the Premium Support team within Customer Experience. In this role, you will serve as a subject matter expert for Coinbase's products, delivering world-class service to the company's highest-value customers. This team provides personalized, multi-channel support that directly protects customer trust and drives retention across Coinbase's fastest-growing segments.
You will own complex customer issues end-to-end across phone, messaging, and email, resolving problems at the root cause while guiding customers to unlock additional products and features. Key responsibilities include:
• Investigate, troubleshoot, and resolve complex customer issues across multiple channels, driving first-contact resolution and logging defects when escalation is required.
• Build deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.
• Identify customer needs proactively before they become issues, reducing friction and strengthening trust in Coinbase's platform.
• Partner with cross-functional subject matter specialists to escalate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
• Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in customer experience.
• Utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Coinbase is a remote-first but not remote-only company. Expect to get together quarterly for intense in-person working sessions called "surges."
REQUIREMENTS:
• 3+ years of experience in customer support or customer success in financial services, crypto, or technology, including direct experience supporting high-value customers.
• Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
• Demonstrated ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently.
• Full-time, in-office presence five days a week with willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
• Proficiency in English with the ability to communicate complex product concepts clearly across phone, email, and messaging channels.
