Incidents and Escalations Lead
We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 73 million accounts in more than 100 countries.
Our mission is to increase economic freedom around the world, 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 Web 3.0 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 culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach 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 good vibes. 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 an Incidents and Escalations Lead, 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 Community Operations escalations and incident management program by investigating, troubleshooting and resolving Coinbase customer issues across multiple channels.
- 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.
- Occasionally interact with Coinbase customers in public support channels, such as Twitter and Reddit.
- 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.
- 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 3 years of relevant experience in incident management and/or 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:
- Knowledge of the German financial market
- 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.
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud
ID: P33175
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 Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
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