Executive Escalation Support Agent III

Job Application: Specialty Operations Executive Escalation Support Analyst at Coinbase

At Coinbase, our mission is to increase global economic freedom by building the future financial system with blockchain and crypto technology. We’re seeking a passionate individual who thrives in high-pressure environments, enjoys solving complex problems, and is eager to work with top-tier colleagues to achieve our mission.

Role Overview: 

As a Specialty Operations Executive Escalation Support Analyst, you will manage the Community Operations escalations program, resolving customer issues across multiple channels. You’ll collaborate with internal and external stakeholders, serve as an escalation point for customer experience issues, and represent the voice of the customer to drive impactful changes.

Responsibilities:

• Oversee daily operations of the escalations management program.
• Investigate and resolve customer issues in a tactful and empathetic manner.
• Collaborate with Product Managers, Legal, and other stakeholders to manage high-touch escalations.
• Interact with customers in public support channels when necessary.
• Use customer feedback to improve workflows, policies, and tools.
• Maintain an investigative mindset to resolve critical issues and optimize processes for scalability.

Requirements:

• 2+ years of experience in escalation management or customer support.
• Familiarity with CRM tools like Salesforce.
• Experience managing end-to-end customer issues and communicating with senior stakeholders.
• Must be adaptable to a fast-paced, high-growth environment and work weekends.
• Strong problem-solving skills and an investigative mindset.
• Must be fluent in English.

Nice to Haves:

• Experience in crypto exchanges or financial services.
• Advanced project management or analytics skills.
• Degree in business, finance, customer experience, or blockchain.
• Experience with Google apps, JIRA, Salesforce Service Cloud.

Compensation:

• Salary: $80,750–$95,000 USD, plus bonus, equity, and benefits.

If you're driven by Coinbase’s mission and excited to help shape the future of finance, apply today!