Transaction Support Analyst at Coinbase - Jun 24

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Transaction Support Analyst


Coinbase Jobs · US - Remote · Technical Services
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Job Overview

As a Transaction Support Analyst, 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 (ie. job duties): To be completed by all business teams except Eng.

  • Serve as a domain expert 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 empathetic manner
  • Make informed, data-driven decisions through a thorough understanding of metrics and the business
  • 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 (ie. job requirements): To be completed by all business teams except Eng.

  • Motivated by Coinbase’s mission and creating a seamless, scalable support experience for our global customer base
  • 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
  • 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
  • Relevant experience in financial services, technology and/or customer support
  • Experience with high priority clients, technology, product support, payments, fraud, or other relevant operational domains

Job #: P1370376

Pay Transparency Notice: Depending on your work location, the hourly wage for this position can range from $[29.42] to $[34.61] + target bonus + benefits (including medical, dental, vision and 401(k)).

More Jobs at Coinbase


Coinbase Overview

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.

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