Social Support Agent 1-1

5 months ago

Hyderabad Telangana, India Coinbase Full time

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.

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.

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

- 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 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 Analysts within the organization by setting an example through performance and work ethic.

What we look for in you (ie. job requirements):

- Minimum 2 years of relevant experience in customer support and/or financial services, crypto, technology.
- Motivated by Coinbase’s mission and creating a flawless support experience for our global customer base.
- Shift and weekend work is a requirement.
- Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
- Phenomenal communication skills (written & verbal) in order to operate globally across multiple departments and stakeholders.
- Bachelor's degree or equivalent
- Travel to the office for work as required.

Nice to haves:

- 1 year of experience providing customer support over social media platforms (Twitter/Facebook/Instagram/Reddit)
- Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.
- Advanced understanding of Google apps, JIRA, Salesforce, and Sprinklr
- Experience working and partnering with internal stakeholders.

**Commitment to Equal Opportunity**:
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Benefits at Coinbase
- Medical insurance including Dental & Vision for employees and dependants
- Group Personal Accidental Insurance
- Group Term Life Insurance
- Employee Stock Purchase Plan (ESPP)
- Wellness Stipend
- Mobile/Internet Reimbursement
- Remote-First Stipend
- Connections Stipend
- Learning and Development Allowance
- Employee Assistance Program
- Travel Medical Policy - Global Traveler
- Fertility Benefits
- Generous Time Off/Leave Policy

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