Proactive Customer Success Specialist

Details

At Coinbase, our mission is to increase economic freedom in the world by building the emerging onchain platform and the future global financial system. This Proactive Customer Success Specialist role serves as a subject matter expert for Coinbase products, delivering world-class service and proactive engagement to high-net-worth customers. Many roles at Coinbase are remote-first but not remote-only; in-person participation is required throughout the year for team and company-wide offsites.

Responsibilities

Customer Advocacy & Relationship Building

• 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.

Issue Resolution & Risk Management

• 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.

Cross-Functional Collaboration & Feedback Loop

• 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 (Google Workspace), JIRA, Salesforce Service Cloud, or Amazon Connect.
• Additional languages: Spanish, French, German, Portuguese or Mandarin.

Benefits

• Group Medical Insurance covered at 100% for employees and dependants
• Dental insurance covered at 100% for employees and dependants
• Travel Medical Policy – Global Traveler
• Employee Stock Purchase Plan (ESPP)
• Wellness Stipend
• Mobile/Internet Reimbursement
• Connections Stipend
• Learning & Development Allowance
• Employee Assistance Program
• Fertility Benefits
• Generous Time Off/Leave Policy

Additional details

• Position ID: P73425
• Location: Remote-first (#LI-Remote). In-person participation and offsite attendance required throughout the year.
• Pay Range: $72,700—$72,700 SGD (target annual salary). Full time offers include bonus eligibility and benefits.
• Coinbase may pilot AI tools for initial screening interviews for select roles; human recruiters review interview responses. For accommodations contact accommodations[at]coinbase.com.