Customer Support Specialist II
Provides expert, multi-channel support to high-value Coinbase customers by investigating complex issues, resolving root causes, and partnering cross-functionally on escalations. Requires 3+ years of relevant support experience, crypto knowledge, and full-time in-office availability including nights and weekends.
About the job
Responsibilities
- Investigate, troubleshoot, and resolve complex customer issues across phone, messaging, and email, driving first-contact resolution.
- Log defects and escalate cases when required.
- Build expertise in Coinbase products and the crypto landscape, including blockchain, Web3, staking, and derivatives.
- Proactively identify customer needs, reduce friction, and strengthen customer trust.
- Partner with cross-functional subject-matter specialists to resolve critical cases and improve upstream solutions.
- Communicate clearly with internal and external stakeholders, set expectations, and drive measurable customer-experience improvements.
- Use generative AI responsibly with human oversight to improve workflow efficiency, cost, and quality.
Requirements
- 3+ years of customer support or customer success experience in financial services, cryptocurrency, or technology, including experience supporting high-value customers.
- Basic working knowledge of blockchain, Web3, staking, self-custody, and cryptocurrency markets.
- Ability to investigate root causes, synthesize data and customer feedback, and independently resolve complex issues.
- Full-time, in-office availability five days per week, including nights and weekends, to support 24/7 cryptocurrency markets.
- Proficiency in English and ability to explain complex product concepts clearly across phone, email, and messaging channels.
Compensation
- Annual base salary: ₹665,000–₹700,000 INR, excluding bonus.
- Additional compensation may include bonus eligibility and medical, dental, and vision benefits.
Skills
Customer Support, Customer Success, Blockchain, Web3, Staking, Self-Custody, Cryptocurrency Markets, Root Cause Analysis, Generative AI, Phone Support, Email Support, Messaging Support
Similar jobs
Customer Support jobs
Harvey
Remote
Owns Harvey’s BPO customer-support partnership, including vendor performance, workforce management, quality, enablement, routing, and scalable workflows. The role requires hands-on Zendesk expertise, strong program management, AI fluency, and a track record of holding outsourced providers accountable to support outcomes.
Airbnb
Gurugram, India
Supervises a Community Support team, driving operational metrics, service quality, process improvements, and customer advocacy. The role requires at least five years of supervisory experience, strong analytical and stakeholder-management skills, and willingness to work flexible shifts from the Gurugram office.
Atlas
Remote
Provides high-touch, real-time support for complex luxury travel and lifestyle requests, coordinating bookings and external partners for discerning members. Requires 2–4 years of luxury travel, concierge, or lifestyle-management experience, strong global travel knowledge, discretion, and excellent written communication.
Grow Therapy
Remote
Supports clients and therapists by troubleshooting billing and platform issues, explaining insurance benefits, and advocating for a strong customer experience. Requires one year of multi-payer insurance experience, medical terminology knowledge, benefits-verification tools, and comfort working independently in a remote environment.
DAT Freight & Analytics
Bengaluru, India
Reviews customer and account eligibility, validates broker and carrier authority, manages compliance records, and resolves customer disputes. Requires 2–3 years of customer-facing office or phone-queue experience, strong communication and accuracy, and a bachelor's degree.