Customer Support

Company: Coinbase
Location: San Francisco , California, United States
Type: Full-time
Posted: 04.AUG.2019

Summary

??? Responsible for providing support for Coinbase???s Institutional products (including Prime and Custody) and serving as a domain expert a...

Description

??? Responsible for providing support for Coinbase???s Institutional products (including Prime and Custody) and serving as a domain expert across multiple channels.??? Participate in an on-call rotation and serve as an escalation point for high priority requests or complex investigations.??? Provide white glove support to our highest priority global clients through phone, email and video calls in an articulate and empathetic manner.??? Operationalize and standardize new and existing policies, processes and procedures related to the Client Services??? scope.??? Maintain a thorough understanding of metrics and the business to make informed, data-driven decisions.??? Proactively drive impactful changes across workflows and tools by working with the sales, engineering, and product teams.??? Continuously add value through effective project management, ruthless prioritization and efficient execution.??? Set a high bar for support analysts within the organization by setting an example through performance and work ethic.??? Facilitate pre and post onboarded client demo calls highlighting key product features and answering technical cryptocurrency related questions.??? Act as a liaison between the client and other internal teams including Advocacy, Engineering and Product when surfacing bugs, incidents and product feedback.

 
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