Support Analyst, Wallet and Commerce

  • Coinbase
  • Portland, OR
  • Dec 04, 2019

Job Description

Location: Portland, OR

Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

Read more about our values and culture here.

What you’ll be doing (ie. job duties):

  • Provide support to Commerce and Wallet customers by investigating, troubleshooting and resolving cases across multiple channels (email, social and/or chat).
  • Manage, prioritize, and respond to issues, inquiries, and escalations.
  • Create weekly analyses of top customer issues and product feedback.
  • Proactively spearhead impactful changes across workflows, documentation, and tools.
  • Understand and be able to address all customer issues the Support team handles related to your product areas with high accuracy and customer satisfaction
  • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.

What we look for in you (ie. job requirements):

  • Minimum of 3 years of relevant experience in financial services, payments,  crypto, technology, and/or customer support.
  • Familiarity with cryptocurrency.
  • Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
  • Experience with different channels of support, including voice, email, social and/or chat.
  • Fantastic communication skills.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.

Nice to haves:

  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
  • Experience working with and partnering with external outsourcing business partners.

Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer and to review all of our job postings to minimize biased language. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco’s Fair Chance Ordinance and similar local laws.