Social Media Support Analyst

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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 Social 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. 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 Coinbase customers on social media platforms by investigating, troubleshooting and resolving customer issues. Platforms that we support today include- Twitter, Facebook, Reddit, LinkedIn, BBB, App Stores, and TrustPilot.
  • Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations.
  • Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams.
  • Communicate with internal and external stakeholders in an effective, tactical, and compassionate manner.
  • Proactively drive impactful changes across workflows, policies and tools by working with internal support teams and vendor partners.
  • Set a high bar for support analysts within the organization by setting an example through performance and work ethic.

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 in a defined shift, as required by the business. Weekend and evening support may be required.
  • Minimum of 3 years of relevant experience in social support
  • Experience or demonstrated passion for Crypto and Blockchain
  • High Social Media IQ. You understand the social norms of interacting across various platforms like Reddit and Twitter. 
  • Comfortable communicating in writing. You are creative but professional in your pros. 
  • Experience with different channels of support, including voice, e-mail, social and/or chat.
  • Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
  • Must be able to read, write and speak in English

Nice to haves:

  • Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.
  • Advanced understanding of Sprinklr
  • Bi-lingual in Spanish, Portugues, French and/or German   
  • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
  • Experience working with and partnering with external outsource business partners.

ID: G1986

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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