Customer Support Specialist II

Coinbase
Manila
Workplace: OnsiteFull timePHP 798,300 - 798,300 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Communication","Problem-solving","Independent judgment","Stakeholder management"]

Serve as a subject matter expert on Coinbase’s Premium Support team within Customer Experience, providing personalized, multi-channel support to high-value customers. Own complex issues end-to-end across phone, messaging, and email—investigating, troubleshooting, and resolving root causes while escalating when needed. Build deep expertise in Coinbase products and the crypto landscape, proactively reduce friction, and partner cross-functionally to improve customer experience.

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FursaFursa
Coinbase
Coinbase
3 days ago

Customer Support Specialist II

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Last checked: 4 hours agoStatus: Live

Job Summary

Serve as a subject matter expert on Coinbase’s Premium Support team within Customer Experience, providing personalized, multi-channel support to high-value customers. Own complex issues end-to-end across phone, messaging, and email—investigating, troubleshooting, and resolving root causes while escalating when needed. Build deep expertise in Coinbase products and the crypto landscape, proactively reduce friction, and partner cross-functionally to improve customer experience.
Location: Manila
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Investigate, troubleshoot, and resolve complex customer issues across phone, messaging, and email to drive first-contact resolution and log defects when escalation is required.
  • •Build expertise in Coinbase products and the evolving crypto landscape (blockchain, web3, staking, derivatives) to advise customers and match solutions to their profiles.
  • •Identify customer needs proactively to reduce friction and strengthen trust in Coinbase’s platform.
  • •Escalate and resolve critical cases with urgency by partnering with cross-functional subject matter specialists and ensuring accurate issue tracking.
  • •Communicate clearly with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in customer experience.

Pay and Benefits

Salary: PHP 798,300 annually
Perks:Health InsuranceDentalVision

Key Requirements

  • •3+ years of experience in customer support or customer success in financial services, crypto, or technology, including supporting high-value customers.
  • •Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
  • •Ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently.
  • •Full-time, in-office presence five days a week, with willingness to work nights and weekends to support 24/7 crypto markets.
  • •Proficiency in English to communicate complex product concepts clearly across phone, email, and messaging channels.
Experience:3+ yearsFinancial servicesCryptoTechnology
Skills:CommunicationProblem-solvingIndependent judgmentStakeholder management
Languages:English
Tech Stack:BlockchainWeb3StakingSelf-custodyCryptocurrency marketsDerivativesGenerative AI

Company Brief

Coinbase
Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn