Analyst designing and proposing actions for process improvement in a financial group. Contributing to strategic growth and sustainability initiatives with innovative methodologies.
About the role
- Speciality Operations Executive Escalation Analyst responsible for managing escalated customer issues at Coinbase. Investigating, troubleshooting, and communicating with stakeholders to ensure excellent customer service.
Responsibilities
- Responsible for the day to day operations of the Speciality Operations Executive escalations management program by investigating, troubleshooting and resolving Coinbase customer issues across multiple channels.
- Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
- Serve as an escalation point for the Customer Experience organization in high touch escalations.
- Occasionally interact with Coinbase customers in public support channels.
- 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 mindset 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.
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 stakeholders, such as executives and board members.
- Demonstrated experience with end-to-end customer issue management.
- Must work in a defined shift, as required by the business.
- Must be able to work both Saturday and Sunday.
- Minimum of 2 years of relevant experience in escalation 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.
- 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.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k)
- Paid time off
- Stock options
- Employee discounts
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