# Customer Support Specialist II

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** Hyderabad, India
**Role:** Customer Support
**Salary:** ₹665k – ₹700k/yr
**Experience:** 3+ years
**Skills:** Customer Support, Customer Success, Blockchain, Web3, Staking, Self-Custody, Cryptocurrency Markets, Root Cause Analysis, Generative AI, Phone Support, Email Support, Messaging Support
**Posted:** 2026-08-27

> 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.

## Job Description

## 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.

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