Customer Success Agent II - job 3 of 3

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 ? 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. • Champion clear communication with internal and external partners to align on solutions and drive results. • Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile. What We Look For In You (ie. Job Requirements) • Motivated by Coinbase’s mission and creating a seamless experience for our highest value customers. • Minimum of 1 year of relevant experience in a customer success or account management role in a fast paced environment including working with high value customers and creating customer education and engagement plans. • Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto. • Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization. • Fantastic communication and relationship management skills, passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high value Coinbase power users. Nice To Haves • High level of proficiency in cryptocurrency and Coinbase products • Previous experience in tech, crypto, finance, or fintech Job #: P60103 Pay Transparency Notice: Depending on your work location, 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, vision and 401(k)). Pay Range $31.47—$37.02 USD 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 here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law. Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here). Global Data Privacy Notice for Job Candidates and Applicants Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. 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