Customer Support Agent Ii

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

As a Customer Service Agent II, you’ll join a high performing team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. You will dedicate your time to assisting customers and teammates with inquiries, resolving issues, and ensuring a positive experience for our customers. You will serve as a bridge between the customers and the company, offering empathetic, knowledgeable, and efficient support.

**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 their 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 Agents within the organization by setting an example through performance and work ethic.

**What we look for in you (i.e. job requirements)**:

- Motivated by Coinbase’s mission and creating a flawless support experience for our 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.
- Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
- Flexible and adaptable to meeting 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.
- Willing to work from an office at Hyderabad, India

**Nice to haves**:

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

Position ID: 2845

**Pay Transparency Notice**:The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + benefits (including medical, dental, and vision).
- Pay Range:

- ₹700,000—₹700,000 INR

**Commitment to Equal Opportunity**:
Coinbase 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.

**AI Disclosure**:

- For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description._