Customer Success Specialist II

About This Role

Key ResponsibilitiesAI-extracted

• 1
  Own end-to-end resolution of Premium customer inquiries across phone, messaging, and email, proactively mitigating issues and collaborating with subject matter specialists to resolve cases with urgency
• 2
  Investigate root causes of critical customer issues using data and customer feedback, driving actionable improvements that eliminate recurring defects in the customer experience
• 3
  Build and maintain deep expertise in Coinbase products and the evolving crypto landscape to advise customers with confidence
• 4
  Partner with international and regional teams on ad-hoc projects that improve Premium customer operations and support quality across markets
• 5
  Identify customer needs before they escalate by monitoring account signals, simplifying workflows, and guiding customers to features, services, and products that match their profile

RequirementsAI-extracted

• 2+ years in a customer service or support role working directly with high-value or premium-tier customers in financial services, crypto, or technology
• Proficiency in English with the ability to read, write, and communicate complex product concepts clearly across phone, email, and messaging channels
• Foundational knowledge of blockchain, web3, staking, self-custody, crypto, equities, derivatives, and futures sufficient to troubleshoot customer issues independently
• Willingness to work rotating shifts and weekends to support 24/7 global Premium customer coverage
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality

Perks & BenefitsAI-extracted