CX Incident And Bug Analyst III

Details

At Coinbase, our mission is to increase economic freedom in the world. We are building the emerging onchain platform and the future global financial system. This role is part of CX Incident Response and sits on a high-functioning team of support professionals who ensure timely identification, mitigation, remediation and resolution of customer-facing incidents and platform defects across Coinbase products. The team is remote-first but in-person participation is required throughout the year for offsites and other events.

Responsibilities

• Operate day-to-day 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 (Product, Engineering, Legal, executives, board members and support teams).
• Serve as an escalation point for Customer Experience on high-touch critical issues and platform defects; gauge customer impact and guide decisions with partners while keeping user impact top of mind.
• Represent the voice of the customer and proactively drive changes across workflows, policies and tools by relaying customer feedback in escalations.
• Maintain an investigative mentality to chase root cause, address critical customer issues, and build operational processes to scale the program and avoid repeat issues.

Requirements

• Motivated by Coinbase’s mission and creating a seamless support experience for a global customer base.
• Minimum of 2 years 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; familiarity with Salesforce Service Cloud is listed as a plus.
• Comfortable responding to high-level internal stakeholders such as executives and board members.
• Exceptional communication skills to operate across multiple departments and stakeholders.
• Must work defined shifts as required by the business.
• Flexible and adaptable to meet evolving needs of a high-growth, fast-paced organization.
• Must be able to read, write and speak English.
• Curiosity and persistence to chase problems to root cause and investigate unusual issues.

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 knowledge.

Compensation

• Pay Transparency Notice: Depending on your work location, the target pay range for this position is $40.64 — $47.81 USD. Full-time offers from Coinbase also include bonus eligibility, equity eligibility, and benefits (including medical, dental, vision and 401(k)).

Benefits

• Medical, dental and vision plans with generous employee contributions.
• Health Savings Account with company contributions each pay period.
• Disability and life insurance.
• 401(k) plan with company match.
• Wellness stipend, mobile/internet reimbursement, connections stipend.
• Volunteer time off, fertility counseling and benefits.
• Generous time off/leave policy.
• Option of getting paid in digital currency.

Position ID: P72824

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