Customer Success Agent, Coinbase

• We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system
• We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up
• We want someone who will run towards, not away from, solving the company’s hardest problems
• We’re looking for an individual who has a passion for making the customer experience seamless and phenomenal
• Motivated by Coinbase’s mission and creating a seamless experience for our highest value customers
• Minimum of 2 years of relevant experience in a customer service or support role in a fast paced environment including working with high value customers
• Proficiency in both English and German, with the ability to read, write, and communicate effectively in both languages. This requirement is essential to serve customers in both languages, and support business operations as required
• 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

Desirable

• The team looks after Premium customers across international markets, delivering outstanding and personalized support in various international languages to our valued clients worldwide. This role has a specific focus on the EMEA region
• As a Customer Success Agent you will serve as a primary subject matter expert for Coinbase’s products, providing world-class service and support to our most valued customers. You’ll join a team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission
• 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