Proactive Customer Success Specialist

Details

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 on-chain platform and the future global financial system.

This role is focused on proactive engagement and prevention for Coinbase’s most valued customers. You will serve as a primary subject matter expert for Coinbase products and deliver world-class, white-glove support across inbound and proactive channels. While many roles at Coinbase are remote-first, they are not remote-only — in-person participation is required throughout the year for team and company offsites.

Responsibilities

• Serve as a trusted advisor to Coinbase’s high-net-worth customers, delivering white-glove support across inbound and proactive channels.
• Anticipate customer needs, proactively resolve friction, and create value-add opportunities that deepen trust and strengthen long-term relationships.
• Stay current on crypto markets, Coinbase products, and regulatory developments to guide customers with clarity and confidence.
• Investigate, troubleshoot, and resolve complex issues with accurate root-cause analysis and durable solutions.
• Partner with Compliance to mitigate fraud, review alerts, and protect customer accounts.
• Monitor and analyze customer activity to detect anomalies, prevent risk exposure, and close process gaps.
• Own casework end-to-end, ensuring timely resolution, clear communication, and consistent follow-through.
• Collaborate with product, engineering, and operations teams to document and relay customer insights that eliminate defects in the customer experience.
• Partner with cross-functional specialists to identify opportunities for customers to unlock additional Coinbase features, services, and products.

Requirements

• Exceptional communication and executive presence; able to engage high-net-worth clients with empathy, professionalism, and clarity.
• Strong investigative and analytical skills with the ability to identify patterns, assess risk, and recommend solutions.
• Proven track record of handling complex issues end-to-end, balancing urgency with thoughtful problem-solving.
• Comfort with ambiguity and change; able to thrive in a fast-paced environment where new challenges emerge daily.
• A bias for action and ownership; you see problems through to resolution and proactively raise opportunities to add value.
• Deep interest in crypto, financial markets, and emerging technology; eager to continuously learn and apply that knowledge in customer interactions.
• Minimum of 1 year of relevant experience in a customer service or support role in a fast paced environment including working with high value customers.
• Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.

Nice to haves

• Experience in crypto exchanges, financial services, or fintech, ideally in trading operations, payments or technical support.
• High level of proficiency in cryptocurrency and Coinbase products.
• Experience in Banking, Wealth Management, Corporate Finance, Asset Management or FinTech.
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
• Additional languages: Spanish, French, German, Portuguese or Mandarin.

Benefits

• Medical, dental, and vision coverage (details in posting: medical covered at 100% for employees and dependants; dental 100% for employees and 50% for dependants; vision covered at 100%).
• Life assurance benefit, pension scheme, long term disability benefit.
• Employee Stock Purchase Plan (ESPP).
• Travel medical policy, wellness stipend, mobile/internet reimbursement, connections stipend, learning and development allowance.
• Employee assistance program, fertility benefits, generous time off/leave policy.

Other details

• Position ID: P73426
• #LI-Remote
• Pay Range: €49.000—€49.000 EUR (target annual salary). Full-time offers also include bonus eligibility + benefits.
• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities.
• Global Data Privacy Notice and AI Disclosure included in original posting.