Senior Analyst, CX Incident Response

• You’ve got positive energy. You’re optimistic about the future and determined to get there. 
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

As a Sr Analyst for CX Incident Response, you’ll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. We’re looking for an individual who has a passion for making the customer experience seamless and fantastic. You have a strong passion for the product, user empathy, and can maintain a calm demeanor in high stress situations. People describe you as accountable and organized. 

What you’ll be doing (ie. job duties):

• Responsible for the day to day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer facing incidents across all Coinbase products.
• 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 critical issues and platform incidents. You should be able to gauge customer impact and guide decisions with Product Managers, Engineers, Legal, and other related partners with users in mind.
• 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 mentality 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.

What we look for in you (ie. job 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 platform incident management.
• Must work in a defined shift, as required by the business.
• Minimum of 2 years of relevant experience in incident 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.
• Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need)
• Must be able to read, write and speak in English
• ITIL experience
• Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual. 

Nice to haves:

• Experience at crypto exchanges or in financial services
• Advanced experience in project management, analytics or quality assurance.
• Advanced degree in business, finance, customer experience and/or blockchain.
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
• ITIL V4 Foundation certification

ID: P52438

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.  For US applicants, you may view Pay Transparency, Employee Rights and Know Your Rights notices by clicking on their corresponding links.  Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law. 

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations[at]coinbase.com and let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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