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Quality Analyst, Support 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 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. Second, we expect all employees to commit to our mission-focused approach to our work. 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.

Coinbase's Customer Experience (CX) organization plays a critical role in achieving our  vision. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience. As a Quality Analyst on our Customer Experience team, you’ll join a high functioning team of passionate customer support professionals who know their performance is critical to Coinbase achieving its mission. You’ll help develop process excellence and provide meaningful insights to the business through Quality Assurance  and process analysis.

What You'll Be Doing (i.e., Job Duties) 

  • Responsible for driving quality for Coinbase Customer Experience by performing quality audits and analysis across multiple channels as a domain expert. 
  • Operationalize and standardize Customer Experience policies and procedures.
  • Help build a strong, growth-oriented  team through coaching our global Customer Experience team on workflows & procedures.
  • Collaborate with vendor partners and internal teams to improve business processes by identifying impactful process improvement opportunities.
  • Utilize an in-depth understanding of metrics and workflows in order to analyze and report on trends, issues, and quality defects. 
  • Utilize data to provide QA  insights, recommendations and feedback to Operations Management.
  • Communicate with internal and external stakeholders in an effective, organized, and empathetic manner.
  • Continuously add value through effective project management and efficient execution

 

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.
  • Minimum of 2 years of relevant experience, preferably in financial services, technology, quality & training, and/or customer support.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization, including working across time zones.
  • Excellent critical thinking, problem solving, and organizational skills. 
  • Travel requirements up to 10% to Coinbase offices and vendor locations.

Nice to haves

  • Experience in Project Management. 
  • Advanced degree or equivalent  in business, finance or CX 
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
  • Six Sigma Certified

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.  For US applicants, you may view Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links.  Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.    

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations@coinbase.com and let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here)

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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 data will be processed as part of the application procedure for applicable 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.

 

Benefits at Coinbase
  • Health, Dental, and Vision insurance covered at 100% for employees and 80% for dependents
  • HSA plan with company seed
  • Disability and Life Insurance
  • 401(k) plan with company match
  • $260 monthly Commuter Benefit
  • Monthly Gym Benefit
  • Volunteer Time Off
  • Fertility Counseling and Benefits
  • Learning and Development stipend
  • 18 weeks paid Parental Leave
  • Meals and Snacks provided onsite
  • The option of getting paid in digital currency