Executive Escalation Support Agent III

September 4

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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

• Responsible for the day to day operations of the Community Operations escalations management program by investigating, troubleshooting and resolving Coinbase customer issues across multiple channels. • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. • Serve as an escalation point for the Customer Experience organization in high touch escalations. • Occasionally interact with Coinbase customers in public support channels. • Represent the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams. • Maintain an investigative mindset to help address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain our program at scale.

Requirements

• Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base. • Experience with CRM tooling, such as Salesforce. • Comfortable responding to high level internal stakeholders, such as executives and board members. • Demonstrated experience with end-to-end customer issue management. • Must work in a defined shift, as required by the business. • Must be able to work both Saturday and Sunday. • Minimum of 2 years of relevant experience in escalation management and/or customer support. • Exceptional communication skills in order to operate across multiple departments and stakeholders. • Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization. • Must be able to read, write and speak in English • Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual.

Benefits

• target bonus • target equity • benefits (including medical, dental, vision and 401(k))