Customer Support Specialist ll

Coinbase
Hyderabad
Workplace: OnsiteFull timeINR 665,000 - 700,000 annuallyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Problem-solving","Root cause analysis","Data synthesis","Customer communication","Stakeholder management"]

Serve as a subject matter expert on Coinbase’s Premium Support team, delivering multi-channel support to high-value customers. You’ll investigate, troubleshoot, and resolve complex issues end-to-end across phone, messaging, and email, driving first-contact resolution while escalating critical cases with accurate tracking. Build deep expertise in Coinbase products and the crypto landscape (blockchain, web3, staking, derivatives) and proactively reduce friction through clear stakeholder communication and continuous customer-experience improvements.

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FursaFursa
Coinbase
Coinbase
1 day ago

Customer Support Specialist ll

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Last checked: 2 hours agoStatus: Live

Job Summary

Serve as a subject matter expert on Coinbase’s Premium Support team, delivering multi-channel support to high-value customers. You’ll investigate, troubleshoot, and resolve complex issues end-to-end across phone, messaging, and email, driving first-contact resolution while escalating critical cases with accurate tracking. Build deep expertise in Coinbase products and the crypto landscape (blockchain, web3, staking, derivatives) and proactively reduce friction through clear stakeholder communication and continuous customer-experience improvements.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email, driving first-contact resolution and defect logging when escalation is required.
  • •Build deep expertise in Coinbase products and the evolving crypto landscape to advise customers and match solutions to their needs.
  • •Identify customer needs proactively to reduce friction and strengthen trust in Coinbase’s platform.
  • •Partner with cross-functional subject matter specialists to escalate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
  • •Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and improve measurable customer experience outcomes.

Pay and Benefits

Salary: INR 665,000 - 700,000 annually
Perks:Health InsuranceDentalVision

Key Requirements

  • •3+ years of experience in customer support or customer success in financial services, crypto, or technology, 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.
  • •Proficiency in English to communicate complex product concepts clearly across phone, email, and messaging.
  • •Full-time, five days in-office with willingness to work nights and weekends to support 24/7 crypto markets.
Experience:3+ yearsFinancial servicesCryptoTechnology
Skills:Problem-solvingRoot cause analysisData synthesisCustomer communicationStakeholder 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