Customer Support Specialist ll

Overview

Customer Support Specialist II (Premium Support) on Coinbase’s Customer Experience team, serving as a subject matter expert for Coinbase products and supporting high-value customers.

What you'll do

• Investigate, troubleshoot, and resolve complex customer issues across phone, messaging, and email.
• Drive first-contact resolution and log defects when escalation is required.
• Build deep expertise in Coinbase products and the crypto landscape including blockchain, web3, staking, and derivatives.
• Identify customer needs proactively to reduce friction and strengthen trust.
• Partner with cross-functional specialists to escalate and resolve critical cases.
• Communicate clearly with internal and external stakeholders to align on resolutions and expectations.

What you'll need

• 3+ years of experience in customer support or customer success in financial services, crypto, or technology.
• Direct experience supporting high-value customers.
• Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
• Ability to investigate root causes, synthesize data/customer feedback, and resolve complex issues independently.
• English proficiency to communicate complex product concepts across phone, email, and messaging.
• Willingness for full-time, in-office presence five days a week and to work nights and weekends.
• Use generative AI responsibly with human oversight.

Details

• Location: Hyderabad, India.
• In-office role with presence five days a week.
• Annual base salary range: ₹665,000–₹700,000 INR.