Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
As a Customer Support Specialist II on the Premium Support team within Customer Experience, you'll serve as a subject matter expert for Coinbase's products, delivering world-class service to our highest-value customers. This team provides personalized, multi-channel support that directly protects customer trust and drives retention across Coinbase's fastest-growing segments. You'll own complex customer issues end-to-end across phone, messaging, and email, resolving problems at the root cause while guiding customers to unlock additional products and features.
What you'll do:
- Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email, driving first-contact resolution and logging defects when escalation is required.
- Build deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.
- Identify customer needs proactively before they become issues, reducing friction and strengthening trust in Coinbase's platform.
- Partner with cross-functional subject matter specialists to escalate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
- Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in the customer experience.
Required Skills and Experience:
- 3+ years of experience in customer support or customer success in financial services, crypto, or technology, including direct experience supporting high-value customers.
- Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
- Demonstrated ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently.
- Full-time, in-office presence five days a week with willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
- Proficiency in English with the ability to communicate complex product concepts clearly across phone, email, and messaging channels.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
This is an In-Office role
Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
Skills Required
- 3+ years of customer support or customer success experience in financial services, crypto, or technology, including direct experience supporting high-value customers
- Basic working knowledge of blockchain, Web3, staking, self-custody, and cryptocurrency markets
- Ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently
- Full-time, in-office presence five days per week
- Willingness to work nights and weekends supporting 24/7 cryptocurrency markets
- Proficiency in English and ability to communicate complex product concepts clearly across phone, email, and messaging channels
- Responsible use of generative AI with human oversight to deliver business-ready outputs and improve workflow efficiency, cost, and quality
What the Team is Saying
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Coinbase Compensation & Benefits Highlights
How does Coinbase ensure its pay and bonus plans are competitive?
Coinbase uses a market-driven, pay-for-performance approach to keep pay and bonus plans competitive. Coinbase regularly benchmarks roles against leading technology and fintech companies using external market data and reviews its compensation programs on a recurring basis to ensure salary, bonus, and equity remain aligned with the broader market and business goals. Annual bonus and equity programs are tied to both company results and individual impact, so when Coinbase and its people perform, total rewards reflect that performance.
Coinbase Insights
What We Do
Crypto creates economic freedom by ensuring that people can participate fairly in the economy, and Coinbase (NASDAQ: COIN) is on a mission to increase economic freedom for more than 1 billion people. We’re updating the century-old financial system by providing a trusted platform that makes it easy for people and institutions to engage with crypto assets, including trading, staking, safekeeping, spending, and fast, free global transfers. We also provide critical infrastructure for onchain activity and support builders who share our vision that onchain is the new online. And together with the crypto community, we advocate for responsible rules to make the benefits of crypto available around the world.
Why Work With Us
We have the opportunity to accelerate the pace of innovation in the world by building an open financial system. Our vision is to create more economic freedom in the world, to help people control their own wealth, start companies, have financial privacy, and participate in the global economy. And to get us there, we focus, build and move as a team.
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Coinbase Teams
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Remote Workspace
Employees work remotely.
Coinbase is remote-first, which enables us to innovate, build and move quickly. Our teams are able to work effectively from around the globe with time for in-person offsites and team meetups to enhance collaboration and connection.
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