In an ever-evolving fiscal environment, global regulatory compliance is essential to ensuring the trust and safety of our global clientele. As such, we are looking for an experienced compliance professional in the financial technology space who has strong executive experience, a passionate vision and the leadership skills to drive vision into reality.
As a Customer Support Analyst, you’ll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. At Coinbase we have a high hiring bar and we’re determined to create a productive, progressive, inclusive place to work.
Responsible for providing compliance support operations, ensuring that Coinbase maintains regulatory standards across various policies and programs.
Provide on-call coverage and serve as an escalation point for hi-priority queues or complex investigations.
Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures.
Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, sales, client services and account management teams.
Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions.
Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
Continuously add value through effective project management, ruthless prioritization and efficient execution.
Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
Must work in a defined shift, as required by the business. Weekend support may be required.
Minimum of 4 years of relevant experience in financial services, technology and/or customer support.
Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains.
Experience with different channels of support, including voice, e-mail, social and/or chat.
Fantastic communication skills in order to operate across multiple departments and stakeholders.
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
Travel requirements up to 10% to Coinbase offices and vendor locations (depending on business need)
Must be able to read, write and speak in English.
Proficiency in one or more of the following languages: Dutch, French, German, Italian or another language.
Advanced degree in business, finance or CX.
Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
Coinbase is committed to diversity in its workforce and is proud to be an equal opportunity employer. Coinbase does not make hiring or employment decisions on the basis of race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other basis protected by applicable local, state or federal law. Coinbase will also consider for employment qualified applicants with arrest and conviction records in a manner consistent with San Francisco’s Fair Chance Ordinance and similar local laws.