Lead, CX Incident Response

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 Lead, CX Incident Response within Customer Experience, you’ll join a high functioning team of passionate 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
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
 

What you’ll be doing (ie
job duties):

• Leads day to day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer facing incidents across all Coinbase products
  
• Champions clear communication with internal and external partners in an effective, tactical, and empathetic manner
  
• Creates and maintains Major Incident runbooks, standard operating procedures, and workflows, ensuring continuous improvement and learning
  
• Serve as an escalation point for the Customer Experience organization in high touch critical issues and platform incidents
  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
  
• Occasionally travel to onshore and offshore locations to train new analysts and vendor agents
  

What we look for in you (ie
job requirements):

• Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base
  
• Experience with CRM tooling, such as Salesforce
  
• JIRA ticketing experience and reporting knowledge
• Comfortable responding to high level internal partners, 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
  
• Must participate in an on-call rotation
  
• Minimum of 2 years of relevant experience in incident management and 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
  
• Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need)
• 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
   

Nice to haves:

• 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
  

Pay Transparency Notice:  Depending on your work location, the target annual salary for this position can range from $93,500 to $110,000 + target bonus + target equity + benefits (including medical, dental, vision and 401(k))

ID: b1612-1

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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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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