Customer Success Agent II

August 27

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Coinbase

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We're building an open financial system for the world.

Digital Currency • Software • Payment Processing • Bitcoin • Technology

1001 - 5000

💰 $21.4M Post-IPO Equity on 2022-11

Description

• Promote customer retention, growth and satisfaction by maintaining positive and long-term customer relationships, including proactively reaching out to customers based on user data, following-up on communications or providing additional education for our highest value customers. • You will be responsible for providing best in class customer support, handling customers proactively to mitigate issues, handling contacts through to resolution, and collaborating across teams of subject matter specialists to fix issues with urgency. • Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience. • Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase. • Champion clear communication with internal and external partners to align on solutions and drive results. • Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile.

Requirements

• Minimum of 1 year of relevant experience in a customer service or support role in a fast paced environment including working with high value customers. • Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto. • Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization. • Fantastic communication and relationship management skills, passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high value Coinbase power users.

Benefits

• Target bonus + benefits (including medical, dental, and vision)