Customer Support Analyst

Responsible for providing support for Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customer issues.
Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure their voices are heard through accurate issue tracking and upstream solutions.
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.
Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
Set a high bar for Customer Service Agents within the organization by setting an example through performance and work ethic.
Skills:

Minimum of 2-3 years of relevant experience in customer support and/or financial services, crypto, technology.
Experience with different channels of support, including voice, email and messaging.
Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
Must be able to read, write and speak in English

Education: College graduate
Minimum of 2-3 years of relevant experience in Email/Phone/Chat customer support and/or financial services, crypto, technology.