Customer Support Specialist II

Overview

As a Customer Success Agent (Customer Support Specialist II) at Coinbase, you will serve as a primary subject matter expert for Coinbase's products, providing world-class service and support to high-value customers.

What you'll do

• Provide support for high-profile Coinbase customers across multiple channels (phone, messaging and email) by investigating, troubleshooting and resolving customer issues.
• Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
• Be a trusted advisor, listen and empathize so the customer knows they are valued.
• Ensure customer voices are heard through accurate issue tracking and upstream solutions.
• Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact; where this is not possible, log all defects appropriately.
• Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
• Handle customers proactively to mitigate issues, handle contacts through to resolution, and collaborate across teams of subject matter specialists to fix issues with urgency.
• Model an investigative mentality: use data and customer feedback to address critical customer issues at the root cause and eliminate defects in the customer experience.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment so you can guide customers and help them unlock additional features, services, and products that benefit their unique profile.

What you'll need

• Minimum of 3 years of relevant experience in a customer service or support role in a fast-paced environment, including working with high-value customers.
• Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto.
• Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
• Fantastic communication and relationship management skills, passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high-value Coinbase power users.
• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.

Nice to have

• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• High level of proficiency in cryptocurrency and Coinbase products.
• Experience in training and/or quality auditor roles.
• Experience in Banking, Wealth Management, Corporate Finance, Asset Management or FinTech.
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.

Details

• Location: Hyderabad, India.
• Full-time, in-office presence, five days a week.
• Coinbase is remote-first but not remote-only; quarterly in-person working sessions called "surges" are expected.
• Annual base salary range (excluding bonus): ₹700,000 INR.