Customer Success Specialist II

This is a fully remote position, open to applicants in Cyprus.

📋 Description

• Take full ownership of resolving Premium customer inquiries through phone, messaging, and email, actively addressing issues and collaborating with subject matter experts to swiftly resolve cases.

• Analyze the root causes of significant customer challenges by leveraging data and customer feedback, implementing actionable enhancements that prevent recurring problems in the customer experience.

• Anticipate customer needs before they escalate by observing account indicators, streamlining workflows, and directing customers toward features, services, and products that align with their profiles.

• Develop and sustain in-depth knowledge of Coinbase products and the changing crypto environment, including blockchain, web3, staking, equities, derivatives, and futures, to provide confident advice to customers.

• Collaborate with both international and regional teams on special projects aimed at enhancing Premium customer operations and improving support quality across various markets.

⛳️ Requirements

• A minimum of 2 years of experience in a customer service or support position, directly engaging with high-value or premium-tier clients in financial services, crypto, or technology sectors.

• Strong proficiency in English, capable of reading, writing, and effectively communicating complex product concepts across phone, email, and messaging platforms.

• Basic understanding of blockchain, web3, staking, self-custody, crypto, equities, derivatives, and futures, enabling independent troubleshooting of customer issues.

• Willingness to work on rotating shifts and weekends to provide 24/7 global support for Premium customers.

• Responsible use of generative AI, ensuring human oversight to produce business-ready results and drive measurable improvements in workflow efficiency, cost, and quality.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance coverage.

• Generous paid time off and holiday schedule.

• Opportunities for professional growth and development.

• Flexible work arrangements to support work-life balance.