Executive Escalation Analyst III - Remote

Overview

As an Executive Escalation Analyst III at Coinbase, you will be part of a high-functioning team dedicated to enhancing the customer experience while tackling complex issues within the crypto and blockchain space.

In Short

• Manage daily operations of the escalation management program.
• Communicate effectively with stakeholders.
• Serve as 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 relevant experience required.
• Exceptional communication skills are necessary.
• Flexibility to adapt to a fast-paced environment.

Requirements

• Passion for Coinbase's mission and customer support.
• Experience with CRM tools like Salesforce.
• Ability to engage with high-level stakeholders.
• Demonstrated experience in customer issue management.
• Must work defined shifts, including weekends.
• Curiosity to investigate and solve problems.
• Excellent English communication skills.
• Experience in financial services or crypto is a plus.
• Project management or analytics experience is beneficial.
• Understanding of Google apps and JIRA is a plus.

Benefits

• Competitive salary with bonus and equity opportunities.
• Comprehensive medical, dental, and vision benefits.
• Remote-first work culture with in-person collaboration.
• Supportive work environment focused on professional growth.
• Opportunity to work in a fast-growing industry.