Transaction Support Analyst

At Coinbase, our mission is to, and we couldn’t do this without hiring the best people
We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto
Know those people who always lead the group project? That’s us

There are a few things we look for across all hires we make at Coinbase, regardless of role or team
First, we look for candidates who will thrive in a like ours, where we default to trust, embrace feedback, and disrupt ourselves
Second, we expect all employees to commit to our to our work
Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture
We’re a remote-first company looking to hire the absolute best talent all over the world

Ready to #LiveCrypto? Who you are:

• You’ve got positive energy
  You’re optimistic about the future and determined to get there
   
• You’re never tired of learning
  You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3
  0
   
• You appreciate direct communication
  You’re both an active communicator and an eager listener – because let’s face it, you can’t have one without the other
  You’re cool with candid feedback and see every setback as an opportunity to grow
  
• You can pivot on the fly
  Crypto is constantly evolving, so our priorities do, too
  What you worked on last month may not be what you work on today, and that excites you
  You’re not looking for a boring job
  
• You have a “can do” attitude
  Our teams create high-quality work on quick timelines
  Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission
  
• You want to be part of a winning team
  We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone
  

As a Transaction Support Analyst, you’ll join a high functioning team of passionate support professionals whose performance is critical to Coinbase achieving its mission
You will serve as a subject matter expert for Coinbase’s institutional suite of products (Prime, Custody), providing world-class service and support to our most valued clients and coverage team
Diligent, empathetic, and have a bias towards action, you will play a crucial role in the success of the Client Services organization as we help build the crypto-economy
 

What you’ll be doing (ie
job duties): To be completed by all business teams except Eng

• Serve as a domain expert across multiple channels, supporting our highest value customers and institutions on Coinbase’s institutional products (including Prime and Custody)
• Responsible for executing transaction processing for Coinbase’s institutional clients
• Provide white glove support to our highest priority global clients through phone, email and video calls in an articulate and empathetic manner
• Make informed, data-driven decisions through a thorough understanding of metrics and the business
• Set a high bar for support analysts within the organization by setting an example through performance and work ethic
• Operationalize new and existing policies, processes, and procedures related to the Client Services scope
• Serve as the voice of the customer to internal teams including Advocacy and Product when surfacing bugs, incidents, and product feedback
• Participate in a 24×7 team, requiring weekend and shift rotations that may include overnight coverage
  Occasional shift work will be required

What we look for in you (ie
job requirements): To be completed by all business teams except Eng
 

• Motivated by Coinbase’s mission and creating a seamless, scalable support experience for our global customer base
• Understanding of cryptocurrency, global financial markets, and/or trading platforms
• Must work within defined shift hours and participate in an on-call rotation that includes weekends, as required by the business
• Experience with different channels of support, including voice, e-mail and/or chat
• Fantastic communication skills in order to operate across multiple departments, stakeholders, and clients
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization
• Travel requirements up to 20% to Coinbase offices and client locations (depending on business need)

Nice to haves:

• Degree in business, finance or CX
• Experience in API Support
• Proficiency in one or more of the following languages: French,  German,  Japanese, Mandarin or another language
• Relevant experience in financial services, technology and/or customer support
• Experience with high priority clients, technology, product support, payments, fraud, or other relevant operational domains

Job #: P1370376

Pay Transparency Notice:  Depending on your work location, the hourly wage for this position can range from $[29
42] to $[34
61] + target bonus + benefits (including medical, dental, vision and 401(k))

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer
  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law
Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law
 For US applicants, you may view ,  and  notices by clicking on their corresponding links
  Additionally, Coinbase participates in the  in certain locations, as required by law
 

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities
If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations[at]coinbase
com and let us know the nature of your request and your contact information
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Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants
Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available
By submitting your application, you are agreeing to our use and processing of your data as required
For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined    

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