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Social Support Agent

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Coinbase

18d ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    Sales & Business Development
  • Hyderabad, +1

AI generated summary

  • You need 2+ years in customer support or financial services, flexibility for shifts, great communication skills, and a degree. Experience in various support channels is essential.
  • You will support customers via social media and email, troubleshoot issues, ensure high standards, listen empathetically, and seek proactive solutions while logging defects and setting service standards.

Requirements

  • Minimum 2 years of relevant experience in customer support and/or financial services, crypto, technology.
  • Motivated by Coinbase’s mission and creating a flawless support experience for our global customer base.
  • Shift and weekend work is a requirement.
  • Experience with different channels of support including messaging, email and social media.
  • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
  • Phenomenal communication skills (written & verbal) in order to operate globally across multiple departments and stakeholders.
  • Bachelor's degree or equivalent.
  • Travel to the office for work as required.

Responsibilities

  • Responsible for providing support for Coinbase customers across multiple channels (Social Media & Email) by investigating, troubleshooting and resolving customer issues.
  • Use all available resources to ensure high standards are met and work is carried out in the most efficient manner.
  • Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure customer voices are heard through accurate issue tracking and upstream solutions.
  • Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible ensure all defects are logged appropriately.
  • Seek opportunities to add value for customers through education, proactivity and clear expectation setting.
  • Set a high bar for Customer Service Analysts within the organization by setting an example through performance and work ethic.

FAQs

What is the primary responsibility of a Social Support Agent at Coinbase?

The primary responsibility is to provide support for Coinbase customers across multiple channels (Social Media & Email) by investigating, troubleshooting, and resolving customer issues.

What qualifications are required for this position?

The position requires a minimum of 2 years of relevant experience in customer support and/or financial services, a bachelor's degree or equivalent, and excellent communication skills.

What are the working hours for this role?

Shift and weekend work is a requirement for this role.

Is prior experience with social media customer support necessary?

It's a nice to have but not a strict requirement; however, 1 year of experience providing customer support over social media platforms is preferred.

What tools and systems should candidates be familiar with?

Candidates should have an advanced understanding of Google apps, JIRA, Salesforce, and Sprinklr.

What is Coinbase’s commitment to diversity in hiring?

Coinbase is committed to diversity in its workforce and is an Equal Opportunity Employer, considering all qualified applicants without regard to various protected characteristics.

Are there benefits included with this job?

Yes, benefits include medical insurance, group personal accident insurance, employee stock purchase plan, wellness stipend, and generous time off among others.

Will I need to travel for this position?

Yes, travel to the office for work may be required as needed.

How can I request reasonable accommodations during the hiring process?

You can request reasonable accommodations by contacting Coinbase at accommodations[at]coinbase.com with the nature of your request and your contact information.

What is Coinbase's mission?

Coinbase's mission is to increase economic freedom in the world, aiming to build the future global financial system through cryptocurrency and blockchain technology.

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Coinbase

We're building an open financial system for the world.

Finance
Industry
1001-5000
Employees

Mission & Purpose

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.