Cx Incident And Bug Analyst

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 specific candidate who is passionate about the mission and believes in the power of crypto and blockchain technology to update the financial system. The role is intense and not for everyone; in-person participation is required throughout the year for team and company-wide offsites, though many roles are remote-first. Attendance at offsites is expected and supported.

Responsibilities

• Responsible for day-to-day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer-facing incidents across all Coinbase products.
• Triage and escalate customer-reported bugs across all Coinbase products.
• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
• Serve as an escalation point for the Customer Experience organization in high-touch critical issues and platform defects (incidents and bugs). Gauge customer impact and guide decisions with Product Managers, Engineers, Legal, and other partners with users in mind.
• Represent the voice of the customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams.
• Maintain an investigative mentality to address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain the program at scale.

Requirements

• Motivated by Coinbase’s mission and creating a seamless support experience for a global customer base.
• Minimum of 2 years of relevant experience in incident management and/or customer support.
• Demonstrated experience with end-to-end platform incident management.
• Experience with CRM tooling, such as Salesforce.
• Comfortable responding to high level internal stakeholders, such as executives and board members.
• Exceptional communication skills to operate across multiple departments and stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
• Must work in a defined shift, as required by the business.
• Must be able to read, write and speak in English.
• Curiosity to chase problems to root cause and willingness to investigate the unknown/unusual.

Nice to haves

• Experience at crypto exchanges or in financial services.
• Advanced experience in project management, analytics or quality assurance.
• Advanced degree in business, finance, customer experience and/or blockchain.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
• ITIL V4 Foundation certification.
• SQL.

Compensation & Pay Range

The target annual salary for this position is listed as $88,000 — $88,000 SGD. Full time offers from Coinbase also include bonus eligibility, equity eligibility, and benefits (including medical, dental, and vision).

Benefits

• Group Medical Insurance covered at 100% for employees and dependants
• Dental insurance covered at 100% for employees and dependants
• Travel Medical Policy – Global Traveler
• Employee Stock Purchase Plan (ESPP)
• Wellness Stipend
• Mobile/Internet Reimbursement
• Connections Stipend
• Learning & Development Allowance
• Employee Assistance Program
• Fertility Benefits
• Generous Time Off/Leave Policy

Additional information

• Position ID: P72828
• Tag: #LI-Remote
• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities. The listing includes notices about global data privacy and pilot use of AI tools for initial screening/interview intelligence for select roles.