Customer Success Specialist II (Remote - Cyprus)

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

TL;DR

The team looks after Premium customers, delivering outstanding and personalized support in various international languages to our valued clients worldwide. As a Customer Success Specialist you will serve as a primary subject matter expert for Coinbase's products, providing world-class service and support to our most valued customers. You'll join a team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission. We're looking for an individual who has a passion for making the customer experience seamless and phenomenal.

Ownership & impact

In this role, you will:

• You will be responsible for providing best in class customer support, handling customers proactively to mitigate issues, handling contacts through to resolution, and collaborating across teams of subject matter specialists to fix issues with urgency.
• Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile.
• Opportunities to support international or regional ad-hoc projects in addition to core work.

Minimum qualifications

• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality.
• Motivated by Coinbase's mission and creating a seamless experience for our highest value customers.
• Minimum of 2 years of relevant experience in a customer service or support role in a fast paced environment including working with high value customers.
• Proficiency in English, with the ability to read, write, and communicate effectively in the language. This requirement is essential to serve customers, and support business operations as required.
• Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, crypto, equities, derivatives, and futures.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization. This includes willingness to work shift timings and weekends.
• Fantastic communication and passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high value Coinbase power users.

Nice to haves

• High level of proficiency in cryptocurrency and Coinbase products
• Proficiency in traditional finance products such as Equities, Derivatives, and ideally, exposure to a wide range of asset classes for a comprehensive 'everything exchange' model.
• Proficiency in a 2nd language other than English
• Advanced degree in business, finance, project management or client experience

Position ID: P76462

Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding bonus):: €28.500 EUR - €28.500 EUR

• Application Limit: Candidates may submit a maximum of 4 applications per 30-day period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
• AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation.  Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.