Executive Escalation Analyst

As a Speciality Operations Executive Escalation Support Analyst, you’ll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. We’re looking for an individual who has a passion for making the customer experience seamless and fantastic. You have a strong passion for the product, user empathy, and can maintain a calm demeanor in high stress situations. People describe you as accountable and organized.

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

• Responsible for the day to day operations of the Speciality Operations Executive escalations management program by investigating, troubleshooting and resolving Coinbase customer issues across multiple channels.
• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
• Serve as an escalation point for the Customer Experience organization in high touch escalations. You should be able to gauge customer impact and guide decisions with Product Managers, Legal, and other stakeholders with users in mind.
• Occasionally interact with Coinbase customers in public support channels.
• Represent the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams.
• Maintain an investigative mindset to help address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain our program at scale.

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.
• Experience with CRM tooling, such as Salesforce.
• Comfortable responding to high level internal stakeholders, such as executives and board members.
• Demonstrated experience with end-to-end customer issue management.
• Must work in a defined shift, as required by the business.
• Must be able to work both Saturday and Sunday.
• Minimum of 2 years of relevant experience in escalation management and/or customer support.
• Exceptional communication skills in order to operate across multiple departments and stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
• Must be able to read, write and speak in English
• Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual.

Nice to haves:

• Experience at crypto exchanges or in financial services
• Advanced experience in project management, analytics or quality assurance.
• Advanced degree in business, finance, customer experience and/or blockchain.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.