• In-person participation is required throughout the year
• Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment
• Attendance is expected and fully supported
• Responsible for the day to day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer facing incidents across all Coinbase products
• Responsible to triage and escalate customer reported bugs across all Coinbase Products
• 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 critical issues and platform defects (incidents and bugs)
• You should be able to gauge customer impact and guide decisions with Product Managers, Engineers, Legal, and other related partners with users in mind
• 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 mentality 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

• We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up
• We want someone who will run towards, not away from, solving the company’s hardest problems
• 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
• 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 platform incident management
• Must work in a defined shift, as required by the business
• Minimum of 2 years of relevant experience in incident 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
• 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
• ITIL V4 Foundation certification

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• Pay Transparency Notice : Depending on your work location, the target annual salary for this position can range from $40.64 to $47.81 + target bonus + target equity + benefits (including medical, dental, vision and 401(k))
• Pay Transparency Notice : Depending on your work location, the target annual salary for this position can range as detailed below

Full time offers from Coinbase also include bonus eligibility + equity eligibility benefits (including medical, dental, vision and 401(k)) Pay Range : $40.64—$47.81 USD