Support Analyst, Account Operations

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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 an Account Support Analyst, who specializes in account operations, 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. If you’re looking to work for a mission-driven, employee-first organization, please apply today.

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

  • Responsible for providing support for the Coinbase Account Operations program and supporting Coinbase customers by investigating, troubleshooting and resolving cases across multiple channels.
  • 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, Trust, Identity and Fraud.
  • 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.
  • Maintain an investigative mindset to help address critical customer issues while building operational processes to develop and maintain our program at scale.

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.
  • Experience with industry standards and developments in the areas of Trust & Fraud.
  • Must work in a defined shift, as required by the business.
  • Minimum of 4 years of relevant experience in financial services, technology and/or customer support.
  • Fantastic communication skills in order to operate across multiple departments and stakeholders.
  • Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
  • Must be able to read, write and speak in English and Japanese.

Nice to haves:

  • Experience with different channels of support, including voice, e-mail, social and/or chat.
  • Advanced degree in business, finance or CX.
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
Benefits at Coinbase
  • Statutory Social Security and Health Insurance
  • Annual health check reimbursement
  • Monthly Commuter Allowance
  • Monthly Gym Allowance
  • Fertility Counseling and Benefits
  • Individual Career Development Budget
  • 18 weeks Paid Maternity and Paternity Leave
  • Volunteer Time Off