Lead day-to-day ops of the escalations program across channels.
Communicate with internal and external stakeholders empathetically.
Serve as escalation point for high-touch cases with product, legal, and other teams.
Occasionally interact with customers in public support channels.
Relay customer feedback to drive changes in workflows and tools.
Maintain an investigative mindset to address issues and prevent recurrence.

🎯 Requirements

Motivated by Coinbase’s mission and delivering seamless support globally.
Experience with CRM tooling such as Salesforce.
Comfortable responding to executives and board members.
End-to-end customer issue management experience.
Must work defined shifts and weekends.
2+ years in escalation management or customer support.

🎁 Benefits

Bonus eligibility
Equity eligibility
Medical, dental, vision benefits
401(k)

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