Customer Success Team Agent II

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there. 

• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 

• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.

• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.

• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.

• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

As a Customer Success Associate you will serve as a primary subject matter expert for Coinbase’s products, providing world-class service and support to our most valued customers. You’ll join a team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission. We’re looking for an individual who has a passion for making the customer experience seamless and phenomenal.

 

What you’ll be doing (ie. job duties):

• Promote customer retention, growth and satisfaction by maintaining positive and long-term customer relationships, including proactively reaching out to customers based on user data, following-up on communications or providing additional education for our highest value customers.

• You will be responsible for providing best in class customer support, handling customers proactively to mitigate issues, handling contacts through to resolution, and  collaborating across teams of subject matter specialists to fix issues with urgency.

• Model an investigative mentality: utilize data and customer feedback to help 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.&l