Social Support Agent

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.

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.
- Position ID: G2594_

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:
- ₹450,000—₹450,000 INR**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
- Connections Stipend
- Learning and Development Allowance
- Employee Assistance Program
- Travel Medical Policy - Global Traveler
- Fertility Benefits
- Generous Time Off/Leave Policy