CX Incident And Bug Analyst

Details

At Coinbase we aim to increase economic freedom in the world by building the emerging onchain platform. As a CX Incident Response Analyst you will join a high-functioning support team focused on identification, mitigation, remediation and resolution of customer-facing incidents and customer-reported bugs across Coinbase products. The role requires strong customer empathy, clear communication with internal and external stakeholders, and the ability to operate calmly under pressure. In-person participation is required throughout the year for team and company-wide offsites, although many roles at Coinbase are remote-first.

Responsibilities

• Operate day-to-day activities for the CX Incident Response team: identify, mitigate, remediate, and resolve customer-facing incidents across all Coinbase products.
• Triage and escalate customer-reported bugs across all Coinbase products.
• Communicate effectively, tactically, and empathetically with internal and external stakeholders, including executives and board members when necessary.
• Serve as an escalation point for Customer Experience on high-touch critical issues and platform defects (incidents and bugs).
• Gauge customer impact and guide decisions alongside Product Managers, Engineers, Legal, and other partners with user impact in mind.
• Represent the voice of the customer to drive changes across workflows, policies, and tools by relaying customer feedback in escalations.
• Maintain an investigative mentality to chase root causes, address critical customer issues, and build operational processes for scalability and next-issue avoidance.

Requirements

• 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.
• Exceptional communication skills for operating across multiple departments and stakeholders.
• Comfortable responding to high-level internal stakeholders, including executives and board members.
• Must be able to read, write, and speak English.
• Curiosity and persistence to chase problems to root cause and investigate the unknown/unusual.
• Must be able to work defined shifts as required by the business.
• Motivated by Coinbase's mission and creating a seamless global support experience.

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 (Google Workspace), JIRA, and Salesforce Service Cloud.
• ITIL V4 Foundation certification.
• SQL knowledge.

Compensation & Benefits

• Pay Range: 88,000—88,000 SGD (target annual salary). Full-time offers also include bonus eligibility, equity eligibility, and benefits (medical, dental, vision).
• Benefits include: group medical insurance (employees and dependents), dental insurance, travel medical policy, ESPP, wellness stipend, mobile/internet reimbursement, connections stipend, learning & development allowance, employee assistance program, fertility benefits, and generous time off/leave policy.

Additional details

• Position ID: P72828
• Remote-first role with in-person participation required throughout the year for team/company offsites. #LI-Remote
• Coinbase is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities.