Customer Support Specialist ll

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

As a Customer Support Specialist ll, you'll join the Customer Experience team and help deliver fast, empathetic, and knowledgeable support to Coinbase customers around the world. This team is critical to how customers experience Coinbase every day, handling complex inquiries across phone, messaging, and email. You'll own frontline issue resolution, investigate root causes, and ensure every customer interaction builds trust in our platform.

What you'll do:

• Own end-to-end resolution of customer inquiries across phone, messaging, and email channels by investigating, troubleshooting, and solving issues on first contact.

• Drive accurate issue tracking and defect logging to surface systemic problems and inform upstream product and process improvements.

• Educate customers proactively on Coinbase products and features, setting clear expectations and adding value in every interaction.

• Partner with cross-functional teams to escalate, resolve, and close out complex cases that require coordination beyond frontline support.

• Lead by example within the Customer Support organization by consistently meeting or exceeding performance benchmarks and quality standards.

Required Skills and Experience:

• 2+ years of experience in customer support within financial services, crypto, fintech, or a technology platform, including multi-channel support (phone, messaging, and email).

• Demonstrated ability to investigate and resolve complex customer issues independently, with a track record of high first-contact resolution rates.

• Proficiency in support tooling such as Salesforce Service Cloud, JIRA, Amazon Connect, or similar CRM and ticketing platforms.

• Fluency in written and spoken English with the ability to communicate clearly across global teams and diverse customer populations.

• Willingness to work rotating shifts, weekends, and holidays from the Manila, Philippines office.

• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.