Top Operations & Support Jobs

Owns escalated consumer complaint cases from intake through closure. Investigates complex issues using Salesforce, Control Center, Athena, and similar tools; identifies root causes; coordinates with Payments Risk, EDD, Compliance, and other teams; maintains accurate case records; meets service-level deadlines; and recommends process improvements based on recurring complaint patterns.

Own escalated consumer complaint cases from intake through closure. Investigate complex issues using Salesforce, Control Center, Athena, and related tools; identify root causes; coordinate with Payments Risk, EDD, Compliance, and other teams; maintain accurate case records; meet service-level deadlines; and identify recurring issues and process improvements. The role requires full-time, in-office work in Hyderabad and responsible use of generative AI.

Provides specialized, multichannel support to high-value Coinbase customers. Investigates and resolves complex issues across phone, messaging, and email; advises customers on crypto products including blockchain, Web3, staking, and derivatives; identifies needs proactively; escalates critical cases; tracks defects; and partners with internal teams to improve customer experience, trust, retention, and operational efficiency.

Owns escalated consumer complaint cases from intake through closure. Investigates complex issues using Salesforce, Control Center, Athena, and other internal tools; identifies root causes, coordinates with Payments Risk, EDD, Compliance, and other teams, and resolves cases within service-level targets. Maintains accurate case records, supports reporting and audits, identifies recurring issue patterns, and recommends process improvements. Requires clear customer-facing and internal communication, independent caseload management, and responsible use of generative AI.

Supports Institutional Operations Solutions by managing daily operations, identifying operational and regulatory risks, improving processes through data analysis, and partnering with Product and Engineering on scalable technology solutions. The intern will analyze datasets, develop quantitative recommendations, collaborate cross-functionally, and present solutions to leadership during a 12-week summer internship.

Leads strategic workforce management for Customer Experience operations, including AI-informed capacity planning, forecasting, scenario modeling, staffing plans, cost modeling, and automation productivity analysis. Partners with Finance, Product, Legal, Compliance, and senior leadership to align workforce priorities, regulatory readiness, and resourcing decisions. Drives strategic initiatives from business case development through execution and serves as a workforce planning center of excellence.

Own UK financial promotions and asset listings approval workflows, lead product governance for UK launches, build and scale regulated operational processes, produce senior governance reporting, and partner with Customer Experience to improve onboarding and support. Maintain audit-ready controls and use generative AI responsibly to improve efficiency.

Handles high-volume, real-time customer support across X, Instagram, and Facebook. Resolves inbound DMs, authenticates users, troubleshoots issues, drafts moderated public replies, escalates sensitive cases, educates customers on Coinbase products and cryptocurrency, and prioritizes social support volume using dashboards and SLAs. The role operates on a 24/7 roster and uses social engagement, ticketing, and AI-powered support tools.

Lead capacity planning and short-range forecasting for consumer support queues, translate volume/AHT/shrinkage into staffing plans, build hybrid human-AI capacity models, create multi-scenario staffing trade-off analyses, partner with vendors and cross-functional teams, improve forecasting methodology, automate planning processes, and communicate capacity risks and recommendations to stakeholders.

Lead and execute enterprise-wide risk-based compliance testing and monitoring across US and international entities. Plan testing cycles, perform fieldwork, report results to senior leadership, track remediation, and improve CTA methodologies and governance in partnership with Compliance, Legal, Risk, and business teams.