Transaction Support Analyst

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)).