Customer Support Specialist II - Premium Support

About the role

Coinbase is hiring a Customer Support Specialist II for its Premium Support team within Customer Experience in Manila. As a subject matter expert for Coinbase's products, you will deliver personalized, multi-channel support to the company's highest-value customers, resolving complex issues end-to-end across phone, messaging and email while guiding them toward additional products and features.

Key responsibilities

• Investigate, troubleshoot and resolve complex customer issues across phone, messaging and email, aiming for first-contact resolution and logging defects when escalation is needed.
• Build deep expertise in Coinbase products and the crypto landscape, including blockchain, web3, staking and derivatives, to advise customers and match solutions to their profiles.
• Proactively identify customer needs before they become issues, reducing friction and strengthening trust.
• Partner with cross-functional subject matter specialists to escalate and resolve critical cases, with accurate issue tracking and upstream solutions.
• Communicate clearly with internal and external stakeholders to align on resolutions, set expectations and improve the customer experience.

Required profile

• 3+ years of customer support or customer success experience in financial services, crypto or technology, including with high-value customers.
• Full-time, in-office presence five days a week, with willingness to work nights and weekends to support 24/7 cryptocurrency markets.
• Proficiency in English, able to explain complex product concepts clearly by phone, email and messaging.

Required skills

• Basic working knowledge of blockchain, web3, staking, self-custody and cryptocurrency markets.
• Ability to investigate root causes, synthesize data and customer feedback and resolve complex issues independently.
• Responsible use of generative AI with human oversight.

The stated annual base salary range is ₱798,300 to ₱798,300 PHP, excluding bonus; total compensation may also include bonus eligibility and benefits such as medical, dental and vision coverage.