Customer Success Specialist II

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 Success Specialist on the Premium Support team within Customer Experience, you'll serve as a subject matter expert for Coinbase's products, delivering personalized, multilingual support to our highest-value customers worldwide. You'll own customer interactions from first contact through resolution, combining deep product knowledge with an investigative approach to eliminate friction and strengthen trust in Coinbase. What you'll do: - Own end-to-end resolution of Premium customer inquiries across phone, messaging, and email, proactively mitigating issues and collaborating with subject matter specialists to resolve cases with urgency - Investigate root causes of critical customer issues using data and customer feedback, driving actionable improvements that eliminate recurring defects in the customer experience - Identify customer needs before they escalate by monitoring account signals, simplifying workflows, and guiding customers to features, services, and products that match their profile - Build and maintain deep expertise in Coinbase products and the evolving crypto landscape, including blockchain, web3, staking, equities, derivatives, and futures, to advise customers with confidence - Partner with international and regional teams on ad-hoc projects that improve Premium customer operations and support quality across markets Required Skills and Experience: - 2+ years in a customer service or support role working directly with high-value or premium-tier customers in financial services, crypto, or technology - Proficiency in English with the ability to read, write, and communicate complex product concepts clearly across phone, email, and messaging channels - Foundational knowledge of blockchain, web3, staking, self-custody, crypto, equities, derivatives, and futures sufficient to troubleshoot customer issues independently - Willingness to work rotating shifts and weekends to support 24/7 global Premium customer coverage - Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. Job ID: P76462 Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding bonus): €28.500—€28.500 EUR - Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period. - Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws. - US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation. - Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial. - Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes. - AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.