Executive Escalation Analyst III

📋 Description

• Oversee day-to-day Speciality Operations escalations; investigate and resolve issues.
• Communicate with internal and external stakeholders clearly and empathetically.
• Serve as escalation point for high‑touch cases in Customer Experience.
• Occasionally engage with Coinbase customers in public support channels.
• Relay customer feedback to product, legal, and support teams to drive changes.
• Maintain an investigative mindset to address issues and scale processes.

🎯 Requirements

• Motivated by Coinbase mission and global support experience.
• Experience with CRM tooling, such as Salesforce.
• Comfortable engaging with executives/board members.
• Demonstrated end-to-end customer issue management.
• Must work defined shift and be able to work Saturdays and Sundays.
• Minimum 2 years experience in escalation management or customer support.

🎁 Benefits

• Remote-first culture with in-person offsites.
• Equity, bonus eligibility, and comprehensive benefits.
• Equal opportunity employer; inclusive hiring and accommodations.
• Opportunity to shape Coinbase's crypto financial platform.