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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/finance, strong communication skills, flexibility for shifts, and a bachelor's degree. Experience across support channels is essential.
  • You will support customers via social media and email, troubleshoot issues, ensure high standards, listen empathetically, log defects, educate customers, and set a performance example.

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 main responsibility of a Social Support Agent at Coinbase?

The main responsibility of a Social Support Agent 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 role?

The role requires a minimum of 2 years of relevant experience in customer support and/or financial services, along with a Bachelor's degree or equivalent.

Are there any specific working hours for this position?

Yes, shift and weekend work is required for this position.

Is experience with social media support beneficial for this role?

Yes, having at least 1 year of experience providing customer support over social media platforms like Twitter, Facebook, Instagram, or Reddit is a nice to have.

What kind of communication skills are expected in this role?

Phenomenal communication skills, both written and verbal, are essential to operate globally across multiple departments and stakeholders.

Does Coinbase provide any benefits for employees?

Yes, Coinbase offers a comprehensive benefits package that includes medical insurance, dental and vision coverage, group personal accidental insurance, employee stock purchase plans, wellness stipends, and generous time off policies.

What are the working conditions and company culture like?

The work culture at Coinbase is described as intense and fast-paced, and it requires individuals who are eager to take on challenges and are passionate about the mission of increasing economic freedom in the world.

Is there an opportunity for learning and development?

Yes, Coinbase provides a Learning and Development Allowance as part of its benefits package to support employee growth.

Are there accommodations available for individuals with disabilities?

Yes, Coinbase is committed to providing reasonable accommodations to individuals with disabilities throughout the employment process.

What is Coinbase's stance on diversity and equal opportunity?

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

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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.