Customer Support Specialist ll

As a Customer Support Specialist ll, you'll join the Customer Experience team and help deliver fast, empathetic, and knowledgeable support to Coinbase customers around the world. This team is critical to how customers experience Coinbase every day, handling complex inquiries across phone, messaging, and email. You'll own frontline issue resolution, investigate root causes, and ensure every customer interaction builds trust in our platform.

• Own end-to-end resolution of customer inquiries across phone, messaging, and email channels by investigating, troubleshooting, and solving issues on first contact.
• Drive accurate issue tracking and defect logging to surface systemic problems and inform upstream product and process improvements.
• Educate customers proactively on Coinbase products and features, setting clear expectations and adding value in every interaction.
• Partner with cross-functional teams to escalate, resolve, and close out complex cases that require coordination beyond frontline support.
• Lead by example within the Customer Support organization by consistently meeting or exceeding performance benchmarks and quality standards.

Required Skills and Experience:

…