Customer Support Specialist ll

ABOUT THE ROLE Coinbase is building the future of finance, and the Customer Experience team plays a pivotal role in ensuring that our users feel secure and empowered. As a Customer Support Specialist II on the Premium Support team, you will be the subject‑matter expert for our most valuable customers, delivering world‑class service that reflects our commitment to economic freedom. This role is integral to maintaining trust in the platform, handling complex issues, and driving continuous improvement in product and process. You will work closely with product, engineering, and compliance teams to resolve escalated inquiries and provide actionable feedback that shapes the next generation of Coinbase products. WHAT YOU'LL DO - Resolve high‑impact support tickets from premium users, ensuring timely, accurate, and empathetic responses. - Serve as the escalation point for technical and policy questions, collaborating with cross‑functional teams to deliver definitive solutions. - Analyze ticket trends to identify systemic issues and recommend product or process enhancements. - Mentor junior support staff, sharing best practices and fostering a culture of excellence. - Participate in quarterly in‑person “surge” sessions to align on strategy, share insights, and refine support workflows. - Maintain comprehensive documentation of support cases, resolutions, and knowledge base updates to empower the wider team. WHAT YOU'LL NEED - 3+ years of customer‑facing support experience, preferably in fintech, crypto, or a high‑volume SaaS environment. - Deep understanding of cryptocurrency concepts, blockchain fundamentals, and regulatory compliance. - Proven ability to troubleshoot complex technical issues while communicating clearly with non‑technical stakeholders. - Strong analytical skills, with experience using data to drive decision‑making and process improvement. - Excellent written and verbal communication skills in English; additional languages are a plus. - Comfortable working in a fast‑paced, high‑pressure environment and adapting to evolving priorities. WHY REMOTE Coinbase embraces a distributed, asynchronous culture that empowers teams to work from anywhere while maintaining high standards of collaboration. Remote employees enjoy flexible schedules that accommodate diverse time zones, allowing you to balance professional responsibilities with personal commitments. Quarterly in‑person “surge” sessions provide focused, intensive collaboration that strengthens team cohesion and accelerates problem‑solving, while the majority of work is performed remotely with robust digital tools and clear communication protocols. BENEFITS Coinbase offers a competitive benefits package that includes comprehensive health, dental, and vision coverage; a generous paid time off program; a remote work stipend; and a dedicated learning budget for professional development. Additional perks include equity participation, wellness programs, and access to cutting‑edge technology resources. The company’s commitment to employee growth and well‑being ensures that you can thrive both personally and professionally while contributing to a mission that matters.