Coinbase is hiring a

Support Analyst, Client Services

Location: Dublin, Ireland

Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

Read more about our values and culture here.

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 committed to creating a productive, progressive, inclusive place to work. 

What you’ll be doing (ie. job duties):

  • Responsible for providing support for the Coinbase Pro product and serving as a domain expert across multiple channels.
  • Provide high-touch support to global clients through phone, email and video calls in an articulate and empathetic manner.
  • Operationalize and standardize new and existing policies, processes and procedures related to the Client Services Pro scope.
  • Maintain a thorough understanding of metrics and the business to make informed, data-driven decisions.
  • Proactively spearhead impactful changes across workflows, policies and tools by working with the sales, client services, engineering, and product teams.
  • 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.
  • Experience with trading, crypto-currencies or service institutional  and business clients.

What we look for in you (ie. job requirements):

  • Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
  • Must work within defined shift hours and participate in an on-call rotation, as required by the business.
  • Minimum of 4 years of relevant experience in financial services, technology and/or customer support.
  • Experience with compliance, hi-priority support, payments, fraud, account access, trust and safety or other relevant operational domains.
  • Experience with different channels of support, including voice, e-mail and/or chat.
  • Fantastic communication skills in order to operate across multiple departments, stakeholders, and Institutional clients.
  • Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
  • Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need)
  • Must be able to read, write and speak in English.

Nice to Haves:

  • 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 and to review all of our job postings to minimize biased language. 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.

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants.  Our full notice outlining how your data will be processed as part of the application procedure for application locations is available here: Ireland/EU, United Kingdom, and California.  By submitting your application, you are agreeing to our use and processing of your data as required.

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