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Salary: INR 665,000 - 700,000 / annual
Coinbase is seeking a Customer Support Specialist II for its Premium Support team in Hyderabad. This role focuses on delivering world-class support to high-value customers while serving as a subject matter expert on Coinbase's crypto and blockchain products.
You will own complex customer issues end-to-end across phone, messaging, and email channels, driving first-contact resolution and escalating defects when necessary. The role requires building deep expertise in Coinbase's product suite, including blockchain, web3, staking, and derivatives trading, to advise customers and match solutions to their unique needs.
Key responsibilities include investigating and troubleshooting complex issues independently, identifying customer needs proactively to reduce friction, partnering with cross-functional specialists on critical cases, and maintaining clear communication with internal and external stakeholders to drive measurable improvements in customer experience.
You'll work in a fast-paced, high-intensity environment supporting the 24/7 nature of cryptocurrency markets. The role requires five days per week in-office presence with willingness to work nights and weekends as needed.
Required qualifications: 3+ years of customer support or customer success experience in financial services, crypto, or technology, with direct experience supporting high-value customers. You need basic working knowledge of blockchain, web3, staking, and cryptocurrency markets, demonstrated ability to investigate root causes and resolve complex issues independently, and proficiency in English across multiple communication channels. The role also values responsible use of generative AI tools to improve workflow efficiency while maintaining human oversight.
