As a Customer Success Specialist on the Premium Support team within Customer Experience, you'll serve as a subject matter expert for Coinbase's products, delivering personalized, multilingual support to our highest-value customers worldwide. You'll own customer interactions from first contact through resolution, combining deep product knowledge with an investigative approach to eliminate friction and strengthen trust in Coinbase.

What you'll do:

• Own end-to-end resolution of Premium customer inquiries across phone, messaging, and email, proactively mitigating issues and collaborating with subject matter specialists to resolve cases with urgency
• Investigate root causes of critical customer issues using data and customer feedback, driving actionable improvements that eliminate recurring defects in the customer experience
• Identify customer needs before they escalate by monitoring account signals, simplifying workflows, and guiding customers to features, services, and products that match their profile
• Build and maintain deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, equities, derivatives, and futures, to advise customers with confidence
• Partner with international and regional teams on ad-hoc projects that improve Premium customer operations and support quality across markets

Required Skills and Experience:

• 2+ years in a customer service or support role working directly with high-value or premium-tier customers in financial services, crypto, or technology
• Proficiency in English with the ability to read, write, and communicate complex product concepts clearly across phone, email, and messaging channels
• Foundational knowledge of blockchain, web3, staking, self-custody, crypto, equities, derivatives, and futures sufficient to troubleshoot customer issues independently
• Willingness to work rotating shifts and weekends to support 24/7 global Premium customer coverage
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Job ID: P76462