Transaction Support Analyst, Prime 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.

As a Transaction Support Analyst, Prime Operations, you’ll join a high functioning team of passionate support professionals whose performance is critical to Coinbase achieving its mission. You will serve as a subject matter expert for Coinbase’s institutional suite of products (Prime, Custody), providing world-class service and support to our most valued clients and coverage team. Diligent, empathetic, and have a bias towards action, you will play a crucial role in the success of the Client Services organization as we help build the crypto-economy. 

What you’ll be doing:

  • Serve as a domain specialist across multiple channels, supporting our highest value customers and institutions on Coinbase’s institutional products (including Prime and Custody)
  • Responsible for executing transaction processing for Coinbase’s institutional clients
  • Provide white glove support to our highest priority global clients through phone, email and video calls in an articulate and compassionate manner
  • Make informed, data-driven decisions through a thorough understanding of metrics and the business
  • Drive impactful changes across workflows and tools by partnering with the sales, security, and product teams
  • Continuously add value through effective project management, conclusive prioritization, and efficient execution
  • Set a high bar for support analysts within the organization by setting an example through performance and work ethic
  • Operationalize new and existing policies, processes, and procedures related to the Client Services scope
  • Serve as the voice of the customer to internal teams including Advocacy and Product when surfacing bugs, incidents, and product feedback
  • Participate in a 24x7 team, requiring weekend and shift rotations that may include overnight coverage. Occasional shift work will be required

What we look for in you:

  • Motivated by Coinbase’s mission and crafting a seamless, scalable support experience for our global customer base
  • Experience with high priority clients, technology, product support, payments, fraud, or other relevant operational domains
  • Understanding of cryptocurrency, global financial markets, and/or trading platforms
  • Must work within defined shift hours and participate in an on-call rotation that includes weekends, as required by the business
  • Minimum of 2 years of relevant experience in financial services, technology and/or customer support
  • 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 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 client locations (depending on business need)

Nice to haves:

  • Degree in business, finance or CX
  • Experience in API Support
  • Proficiency in one or more of the following languages: French,  German,  Japanese, Mandarin or another language

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). Please contact accommodations@ coinbase.com for additional information or to request accommodations.

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