Customer Service Analyst

Job Title : Customer Service Analyst

Location: Hyderabad, India

Work from Office (Work from Home not applicable)

As a Customer Service Analyst, you'll join a high performing team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. The primary role of the customer service analyst is to interact with customers to address their concerns, answer their questions and assist them with their needs. At Coinbase we have a high hiring bar and we're determined to create a productive, progressive, inclusive place to work.

What you'll be doing (ie. job duties):

• Responsible for providing support for Coinbase customers across multiple channels (Phone, Messaging & 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.

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

• Minimum 2 years of relevant experience in customer support and/or financial services, crypto, technology.
• Motivated by Coinbase's mission and creating a flawless support experience for our global customer base.
• Shift and weekend work is a requirement.
• Experience with different channels of support including voice, messaging and email.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Phenomenal communication skills (written & verbal) in order to operate globally across multiple departments and stakeholders.
• Bachelor's degree or equivalent
• Ready to support in 24*7 environment
• Travel to the office for work is required

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Nice to haves :

• Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
• Experience working and partnering with internal stakeholders.