Customer Success Agent II

Details

At Coinbase you will join a team that looks after Premium customers across international markets with a specific focus on the EMEA region. The role serves as a primary subject matter expert for Coinbase products, providing world-class service and support to high-value customers. The team delivers personalized support in multiple languages and expects strong customer relationship management, proactive problem solving, and deepening customer product adoption.

Responsibilities

• Promote customer retention, growth and satisfaction by maintaining positive, long-term relationships with high-value customers.
• Proactively reach out to customers based on user data, follow up on communications, and provide additional education to Premium customers.
• Provide best-in-class customer support: handle customer contacts through to resolution and collaborate across subject-matter teams to fix issues with urgency.
• Model an investigative mentality: use data and customer feedback to address root causes and eliminate defects in the customer experience.
• Identify customer needs before they become issues to simplify the experience, reduce friction, and build trust in Coinbase.
• Communicate clearly with internal and external partners to align on solutions and drive results.
• Develop and maintain a deep understanding of Coinbase products and ongoing changes in the macro crypto environment to guide customers and unlock features, services, and products useful to their profile.

Requirements

• Minimum of 2 years of relevant experience in customer service or support in a fast-paced environment, including working with high-value customers.
• Motivated by Coinbase’s mission and focused on creating a seamless experience for high-value customers.
• Proficiency in both English and German (read, write, and communicate effectively in both languages) — essential for serving customers and supporting business operations.
• 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, fast-paced organization.
• Strong communication and relationship management skills, passion for helping customers succeed with Coinbase products, and eagerness to build a community of high-value Coinbase power users.

Nice to Haves

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

Compensation & Benefits

• Pay Range: €49,000 — €49,000 EUR (target annual salary). Full-time offers also include bonus eligibility and benefits (medical, dental, vision, and more).
• Benefits listed in the posting include: medical, dental, vision coverage; life assurance; pension scheme; long term disability; bike to work scheme; employee stock purchase plan; travel medical policy; wellness stipend; mobile/internet reimbursement; connections stipend; learning and development allowance; employee assistance program; fertility benefits; generous time off/leave policy.

Work Location & Policy

• Role focuses on customers in EMEA. Coinbase is remote-first but not remote-only; in-person participation (team and company offsites) is required throughout the year. Attendance at offsites is expected and supported.

Other Details

• Position ID: P73194
• #LI-Remote
• Pay Transparency Notice and Global Data Privacy Notice apply as described in the original posting.