Executive Escalation Agent III

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.

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.

Responsibilities

• Responsible for the day to day operations of the Speciality Operations Executive escalations management program by investigating, troubleshooting and resolving Coinbase customer issues across multiple channels.
• 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 escalations; gauge customer impact and guide decisions with Product Managers, Legal, and other stakeholders with users in mind.
• Occasionally interact with Coinbase customers in public support channels.
• Represent the voice of our 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 mindset to help address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain our program at scale.

Requirements

• Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
• Minimum of 2 years of relevant experience in escalation management and/or customer support.
• Experience with CRM tooling, such as Salesforce.
• Comfortable responding to high level internal stakeholders, such as executives and board members.
• Demonstrated experience with end-to-end customer issue management.
• 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 work both Saturday and Sunday.
• Must be able to read, write and speak in English.
• Curiosity to chase problems to root cause and roll up sleeves 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.

Compensation & Additional Information

• Pay Range: $40.64—$47.81 USD (listed by the employer under the pay transparency notice).
• Full time offers from Coinbase also include bonus eligibility, equity eligibility, and benefits (medical, dental, vision, 401(k), etc.).
• Position ID: P73680
• #LI-Remote — role is remote-first but in-person participation is required at times (team/company offsites). Attendance expected.
• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities.

Benefits

• Medical, Dental and Vision plans
• Health Savings Account with company contributions
• 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

How to Apply

Apply via the provided application link on the listing.