CX Incident and Bug Analyst III

Details

At Coinbase, our mission is to increase economic freedom in the world. As an Analyst for CX Incident Response, you’ll join a high functioning team of support professionals responsible for identifying, mitigating, remediating and resolving customer-facing incidents across all Coinbase products. This role requires strong product empathy, calmness under pressure, accountability, organization, and a passion for creating a seamless customer experience.

Responsibilities

• Manage 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 by relaying customer feedback in escalations to internal support teams and driving impactful changes across workflows, policies and tools.
• Maintain an investigative mentality to address critical customer issues while focusing on next-issue avoidance and building operational processes to scale the program.

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 and bug triage.
• 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 the evolving needs of a high-growth, 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 unknown/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.

Benefits & Additional Information

• Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $40.64 to $47.81 USD + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
• Benefits include medical, dental and vision plans, HSA contributions, disability and life insurance, 401(k) with company match, wellness stipend, mobile/internet reimbursement, connections stipend, volunteer time off, fertility counseling and benefits, generous time off/leave policy, and the option of getting paid in digital currency.
• Coinbase is remote-first but not remote-only; in-person participation is required throughout the year for team and company-wide offsites. Attendance is expected and supported.
• Position ID: P72824
• #LI-Remote