Job Description :

As a Social Media Support Agent, you'll join a high performing team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. The primary responsibility of the Social Media Support Agent is to engage with customers to address their concerns, answer questions, and assist with their needs across multiple channels, including social media and email. At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work.

Job Duties (What you'll be doing) :

- Provide support for customers across social media and email by investigating, troubleshooting, and resolving issues efficiently, utilizing all available resources to meet high standards.

- Act as a trusted advisor by listening and empathizing with customers, ensuring they feel valued, while accurately tracking feedback to influence upstream solutions.

- Take ownership of issues, employing critical thinking to identify root causes and aim for rst-contact resolution; log defects appropriately when necessary.

- Identify opportunities to enhance customer value through education and proactive communication, setting clear expectations.

- Set a high standard for Social Media Support Agents by exemplifying strong performance and work ethic.

Job Requirements (What we look for in you) :

- Minimum of 2 years of relevant experience in customer support and/or financial services, crypto, or technology.

- Driven by Coinbase's mission to create a seamless support experience for a global customer base, with ability to meet the evolving needs of a high-growth, fast-paced organization.

- Experience with various support channels, including messaging, email, and social media.

- Exceptional written and verbal communication skills to effectively engage with multiple departments and stakeholders globally.

- Availability to work shifts and weekends, as well as to travel to the office as required.

- Bachelor's degree or equivalent.

Nice to Haves :

- At least 1 year of experience providing customer support on social media platforms (Twitter, Facebook, Instagram, Reddit).

- Experience in compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.

- Advanced proficiency in Sprinklr, Salesforce, JIRA and Google apps.

- Experience collaborating with internal stakeholders.