Customer Success Agent II

Details

Ready to be pushed beyond what you think you’re capable of?

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.

To achieve our mission, Coinbase is seeking a candidate who is passionate about crypto and blockchain technology, eager to work with high-caliber colleagues, and willing to run toward the company’s hardest problems. The role sits on a team that looks after Premium customers across international markets with a specific focus on the EMEA region. This role requires in-person participation throughout the year for team and company-wide offsites and collaboration.

Responsibilities

• Serve as a primary subject matter expert for Coinbase’s products and provide world-class service and support to high-value customers.
• Promote customer retention, growth and satisfaction by maintaining positive, long-term customer relationships and proactively reaching out to customers based on user data.
• Provide best-in-class customer support: handle customers proactively to mitigate issues, manage contacts through to resolution, and collaborate with subject matter specialists 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.
• Proactively identify customer needs before they become issues to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Champion clear communication 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 help them unlock features, services, and products that benefit their profile.

Requirements

• Motivated by Coinbase’s mission and committed to creating a seamless experience for high-value customers.
• Minimum of 2 years of relevant experience in a customer service or support role in a fast-paced environment, including experience working with 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 assisting customers to use Coinbase products successfully.

Nice to haves:

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

Location & Work Policy

• Remote-first role with required in-person participation throughout the year (team and company offsites). Role has a specific focus on the EMEA region.
• Position ID: P73194
• #LI-Remote

Compensation

• Pay Range: €49.000—€49.000 EUR per year. Full-time offers also include bonus eligibility and benefits (medical, dental, vision, etc.).

Benefits

• Medical Insurance covered at 100% for employees and dependents
• Dental Insurance covered at 100% for employees and 50% for dependents
• Vision insurance covered at 100% for employees and dependents
• Life Assurance Benefit
• Pension Scheme
• Long Term Disability Benefit
• Bike to Work Scheme
• Employee Stock Purchase Plan (ESPP)
• Travel Medical Policy - Global Traveler
• Wellness Stipend
• Mobile/Internet Reimbursement
• Connections Stipend
• Learning and Development Allowance
• Employee Assistance Program
• Fertility Benefits
• Generous Time off/Leave Policy

Additional notes

• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities. Global data privacy and candidate rights notices apply as described in the original posting. Coinbase may pilot AI tools for initial screening interviews for select roles (human review of responses remains in place).