Customer Support Specialist ll

As a Customer Support Specialist ll, you'll join the Customer Experience team and help deliver fast, empathetic, and knowledgeable support to Coinbase customers around the world. This team is critical to how customers experience Coinbase every day, handling complex inquiries across phone, messaging, and email. You'll own frontline issue resolution, investigate root causes, and ensure every customer interaction builds trust in our platform.

What you'll do:

Own end-to-end resolution of customer inquiries across phone, messaging, and email channels by investigating, troubleshooting, and solving issues on first contact.

Drive accurate issue tracking and defect logging to surface systemic problems and inform upstream product and process improvements.

Educate customers proactively on Coinbase products and features, setting clear expectations and adding value in every interaction.

Partner with cross-functional teams to escalate, resolve, and close out complex cases that require coordination beyond frontline support.

Lead by example within the Customer Support organization by consistently meeting or exceeding performance benchmarks and quality standards.

Required Skills and Experience:

2+ years of experience in customer support within financial services, crypto, fintech, or a technology platform, including multi-channel support (phone, messaging, and email).

Demonstrated ability to investigate and resolve complex customer issues independently, with a track record of high first-contact resolution rates.

Proficiency in support tooling such as Salesforce Service Cloud, JIRA, Amazon Connect, or similar CRM and ticketing platforms.

Fluency in written and spoken English with the ability to communicate clearly across global teams and diverse customer populations.

Willingness to work rotating shifts, weekends, and holidays from the Manila, Philippines office.

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

PID - P78900

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):

₱798,300—₱798,300 PHP