As a Customer Service Analyst, you ll join a high performing team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. The primary role of the customer service analyst is to interact with customers to address their concerns, answer their questions and assist them with their needs. At Coinbase we have a high hiring bar and we re determined to create a productive, progressive, inclusive place to work.
Key responsibilities:
1. Provide support for oinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues
2. Use all available resources to ensure high standards are met and work is carried out in the most efficient manner
3. 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 solutionsc
4. 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
5. Seek opportunities to add value for customers through education, proactivity and clear expectation setting
6. Set a high bar for customer service analysts within the organization by setting an example through performance and work ethic
1. Candidates with minimum 1 years of experience.
Minimum 1 year 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
Experience with different channels of support including voice, messaging, and email.
Flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization
Phenomenal communication skills (written & verbal) to operate globally across multiple departments and stakeholders
Bachelor's degree or equivalent
Ready to support in a 24*7 environment
Travel to the office for work is required
Nice to haves:
Experience with compliance, payments, fraud, account access, trust, and safety, or other relevant operational domains
Advanced understanding of Google apps, JIRA, and Salesforce Service Cloud
Experience working and partnering with internal stakeholders
Annual CTC: ₹ 3,50,000 - 4,50,000 /year
A team of experience HR professionals passionate about helping businesses achieve their goals by providing comprehensive HR solutions. Our HR consulting firm is focused on serving small and medium-sized businesses across various industries.
