Social Support Agent I

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.

Coinbase is a secure online platform for buying, selling, transferring, and storing cryptocurrency.