Executive Escalation Analyst III - Remote

Overview

As an Executive Escalation Analyst III at Coinbase, you will be part of a team focused on enhancing the customer experience through effective issue resolution and communication.

In Short

• Manage day-to-day operations of the escalation management program.
• Communicate effectively with stakeholders.
• Serve as an escalation point for high-touch customer issues.
• Interact with customers in public support channels.
• Drive impactful changes based on customer feedback.
• Maintain an investigative mindset for critical issues.
• Work in a defined shift, including weekends.
• Minimum 2 years of experience in escalation management.
• Exceptional communication skills are required.
• Flexible and adaptable to a fast-paced environment.

Requirements

• Passion for Coinbase’s mission and customer experience.
• Experience with CRM tools like Salesforce.
• Comfortable with high-level internal stakeholders.
• Demonstrated experience in customer issue management.
• Ability to work in shifts, including weekends.
• Strong communication skills.
• Curiosity and problem-solving skills.

Benefits

• Competitive salary and bonus eligibility.
• Equity eligibility.
• Comprehensive benefits including medical, dental, and vision.
• 401(k) plan.
• Opportunities for professional growth.
• Supportive work culture.
• Flexibility in work arrangements.