Customer Support Specialist ll

Overview

Customer Service Agent II role supporting Coinbase customers and teammates across phone, messaging and email, resolving issues and ensuring a positive customer experience.

What you'll do

• Provide support for Coinbase customers across multiple channels (phone, messaging & 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 first-contact resolution is not possible, ensure all defects are logged appropriately.
• Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
• Set a high bar for Customer Service Agents within the organization through performance and work ethic.

What you'll need

• Motivated by Coinbase's mission and creating a flawless support experience for a global customer base.
• Shift and weekend work is a requirement.
• Minimum of 2-3 years of relevant experience in customer support and/or financial services, crypto, technology.
• Experience with different channels of support, including voice, messaging, and email.
• Phenomenal communication skills to operate globally across multiple departments and stakeholders.
• Flexible and adaptable to the evolving needs of a high-growth and fast-paced organization.
• Must be able to read, write and speak in English.
• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• 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

• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.
• Experience working with and partnering with external business partners.

Details

• Location: Hyderabad, India; willing to work from an office in Hyderabad, India.
• Remote-first but not remote-only; quarterly in-person working sessions called "surges".
• Shift and weekend work required.