Customer Support 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, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

As a Customer Service Agent II, you’ll join a high performing team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. You will dedicate your time to assisting customers and teammates with inquiries, resolving issues, and ensuring a positive experience for our customers. You will serve as a bridge between the customers and the company, offering empathetic, knowledgeable, and efficient support.

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 their 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 first contact. Where this is not possible, ensure all defects are logged appropriately.
• Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
• Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.

Requirements

• Motivated by Coinbase’s mission and creating a flawless support experience for a global customer base.
• Shift and weekend work is a requirement.
• Minimum of 2–3 years of relevant experience in customer support and/or financial services, crypto, or technology.
• Experience with different channels of support, including voice, messaging, and email.
• Phenomenal communication skills to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
• Must be able to read, write and speak in English.
• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• Willing to work from an office at Hyderabad, India.

Nice to haves

• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
• Experience working with and partnering with external business partners.

Pay and position details

• Position ID: 2845
• Pay Range (target annual salary): ₹700,000 — ₹700,000 INR
• Full time offers from Coinbase also include target bonus + benefits (including medical, dental, and vision).

Benefits

• Medical insurance including Dental & Vision for employees and dependants
• Group Personal Accidental Insurance
• Group Term Life Insurance
• Employee Stock Purchase Plan (ESPP)
• Wellness Stipend
• Mobile/Internet Reimbursement
• Connections Stipend
• Learning and Development Allowance
• Employee Assistance Program
• Travel Medical Policy – Global Traveler
• Fertility Benefits
• Generous Time Off/Leave Policy

Additional information

• Coinbase is an Equal Opportunity Employer and will consider qualified applicants without regard to protected characteristics.
• Coinbase provides reasonable accommodations for applicants with disabilities; contact accommodations[at]coinbase.com for requests.
• Global Data Privacy Notice and AI Disclosure details are included in the original job posting; Coinbase may pilot AI tools for initial screenings but will not use AI to make employment decisions.