Customer Support Specialist ll

As a Customer Support Specialist II on the Premium Support team within Customer Experience, you'll serve as a subject matter expert for Coinbase's products, delivering world-class service to our highest-value customers. This team provides personalized, multi-channel support that directly protects customer trust and drives retention across Coinbase's fastest-growing segments. You'll own complex customer issues end-to-end across phone, messaging, and email, resolving problems at the root cause while guiding customers to unlock additional products and features.

What you'll do:

Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email, driving first-contact resolution and logging defects when escalation is required.

Build deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.

Identify customer needs proactively before they become issues, reducing friction and strengthening trust in Coinbase's platform.

Partner with cross-functional subject matter specialists to escalate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.

Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in the customer experience.

Required Skills and Experience:

3+ years of experience in customer support or customer success in financial services, crypto, or technology, including direct experience supporting high-value customers.

Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.

Demonstrated ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently.

Full-time, in-office presence five days a week with willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.

Proficiency in English with the ability to communicate complex product concepts clearly across phone, email, and messaging channels.

Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

This is an In-Office role

Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding bonus):

₹665,000—₹700,000 INR