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Customer Support Specialist ll

Coinbase
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HyderabadINR 665k - INR 700kFull-timePosted 1w ago

About the role

Customer Support Specialist II on the Premium Support team within Customer Experience at Coinbase. Serves as a subject matter expert for Coinbase products, delivering world-class service to high-value customers across multiple channels. Owns complex issues end-to-end, builds product expertise, and drives improvements in customer experience.

Responsibilities

  • Own investigation, troubleshooting, and resolution of complex customer issues across phone, messaging, and email, driving first-contact resolution and logging defects when escalation is required.
  • Build deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, and derivatives, to advise customers and match solutions to their unique profiles.
  • Identify customer needs proactively before they become issues, reducing friction and strengthening trust in Coinbase's platform.
  • Partner with cross-functional subject matter specialists to escalate and resolve critical cases with urgency, ensuring accurate issue tracking and upstream solutions.
  • Champion clear communication with internal and external stakeholders to align on resolutions, set expectations, and drive measurable improvements in the customer experience.

Qualifications

  • 3+ years of experience in customer support or customer success in financial services, crypto, or technology, including direct experience supporting high-value customers.
  • Basic working knowledge of blockchain, web3, staking, self-custody, and cryptocurrency markets.
  • Demonstrated ability to investigate root causes, synthesize data and customer feedback, and resolve complex issues independently.
  • Full-time, in-office presence five days a week with willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
  • Proficiency in English with the ability to communicate complex product concepts clearly across phone, email, and messaging channels.
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Skills

Required:Customer support / successBlockchain, web3, staking, self-custodyRoot-cause investigation

Benefits

  • Medical insurance including Dental & Vision for employees and dependants
  • Group Personal Accidental Insurance
  • Group Term Life Insurance
  • Employee Stock Purchase Plan (ESPP)
  • Wellness Stipend
  • Mobile/Internet Reimbursement
  • Learning and Development Allowance
  • Employee Assistance Program
  • Travel Medical Policy – Global Traveler
  • Fertility Benefits
  • Generous Time Off/Leave Policy
Last updated Sep 3, 2026. Interested? Apply on the company site.
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About Coinbase

Buy, sell, and manage cryptocurrencies.

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.

crypto-web3
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