Commerce Support Analyst

Coinbase
April 08, 2024
Contact:N/A
Offerd Salary:$65,450—$77,000
Location:N/A
Working address:N/A
Contract Type:Other
Working Time:Full time
Working type:N/A
Ref info:N/A

At Coinbase, our mission is to increase economic freedom around the world, and we couldn't do this without hiring the best people. We're a group of hard- working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they're trading, storing, staking or using crypto. Know those people who always lead the group project? That's us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We're a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

  • You've got positive energy. You're optimistic about the future and determined to get there.
  • You're never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
  • You appreciate direct communication. You're both an active communicator and an eager listener - because let's face it, you can't have one without the other. You're cool with candid feedback and see every setback as an opportunity to grow.
  • You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You're not looking for a boring job.
  • You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn't scare you, but rather empowers you to take 100% responsibility for achieving our mission.
  • You want to be part of a winning team. We're stronger together, and you're a person who embraces being pushed out of your comfort zone.
  • Coinbase Commerce Support Analyst II

    Coinbase Commerce Support is looking for a Support Analyst to help enhance customer satisfaction and drive operational excellence. As a Support Analyst, you will play a key role in resolving complex customer cases, updating knowledge resources and driving process improvements to support the onboarding and needs of merchants accepting cryptocurrency payments via Coinbase Commerce.

    About Coinbase Commerce

    Coinbase Commerce allows online businesses and merchants to easily accept cryptocurrency payments like Bitcoin, Ethereum, and other digital assets. Merchants can integrate the Coinbase Commerce API or checkout buttons to start accepting crypto payments with no cryptocurrency price volatility. The product serves both large enterprise merchants as well as small businesses.

    What you'll be doing (ie. job duties):

  • Responsible for providing support for Coinbase customers by investigating, troubleshooting and resolving cases across multiple channels (voice, email, social and/or chat).
  • Handle, prioritize and respond to Tier 3 issues, inquiries and escalations.
  • Communicate with internal and external partners in an effective, tactical, and empathetic manner.
  • Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams.
  • Document updates and changes to new and existing processes, training decks and flowcharts.
  • Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities.
  • Train and mentor support analysts and vendor agent teams in onshore and offshore locations.
  • Apply an in-depth understanding of metrics in order to analyze and report on trends, issues, and bugs.
  • Provide insights, suggestions and feedback to managers and leads.
  • Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.
  • What we look for in you (ie. job requirements):

  • Motivated by Coinbase's mission and creating a seamless support experience for our global customer base.
  • Must work in a defined shift, as required by the business.
  • Minimum of 2 years of relevant experience in customer experience / customer support in a technology company.
  • Experience with crypto, NFT or other relevant operational domains.
  • Experience with different channels of support, including voice, e-mail, social and/or chat.
  • Phenomenal communication skills in order to operate globally across multiple departments and stakeholders.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need)
  • Must be able to read, write and speak in English.
  • Familiarity with blockchain and cryptocurrency
  • Strong decision-making skills and eye for detail
  • Ability to leveraging data to guide decision making and influence stakeholders
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
  • Nice to haves:

  • Call center management, including KPIs and process design
  • Experience working with BPO vendors
  • Experience in project management, analytics and/or quality assurance.
  • Degree in business, finance, customer experience and/or blockchain.
  • Advanced understanding, JIRA, Salesforce Service Cloud.
  • Job ID #: P56163

    Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

    Pay Range:

    $65,450—$77,000 USD

    Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + benefits (including medical, dental, vision and 401(k)).

    Pay Range:

    $65,450—$77,000 USD

    Commitment to Equal Opportunity

    Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view Pay Transparency, Employee Rights and Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

    Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please complete this intake form to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

    Global Data Privacy Notice for Job Candidates and Applicants

    Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.

    More Information on Coinbase

    Coinbase operates in the Cloud industry. Coinbase was founded in 2012. It has 3700 total employees. It offers perks and benefits such as Volunteer in local community, Open office floor plan, Flexible work schedule, Remote work program, Dedicated diversity and inclusion staff and Mandated unconscious bias training. To see all 109 open jobs at Coinbase, click here.

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