Social Support Agent I

Ready to be pushed beyond what you think you’re capable of? At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems. Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. What you’ll be doing (ie. job duties): Responsible for providing support for Coinbase customers across multiple channels (Social Media Email) by investigating, troubleshooting and resolving customer issues. Use all available resources to ensure high standards are met and work is carried out in the most efficient manner. Be a trusted advisor, listen and empathize so the customer knows they are valued. Ensure customer voices are heard through accurate issue tracking and upstream solutions. Take ownership and use critical thinking to find the root cause and solve the customer issue on the first contact. Where this is not possible ensure all defects are logged appropriately. Seek opportunities to add value for customers through education, proactivity and clear expectation setting. Set a high bar for Customer Service Analysts within the organization by setting an example through performance and work ethic. What we look for in you (ie. job requirements): Minimum 2 years of relevant experience in customer support and/or financial services, crypto, technology. Motivated by Coinbase’s mission and creating a flawless support experience for our global customer base. Shift and weekend work is a requirement. Experience with different channels of support including messaging, email and social media. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization Phenomenal communication skills (written verbal) in order to operate globally across multiple departments and stakeholders. Bachelor's degree or equivalent Travel to the office for work as required. Nice to haves: 1 year of experience providing customer support over social media platforms (Twitter/Facebook/Instagram/Reddit) Experience with compliance, payments, fraud, account access, trust and safety, or other relevant operational domains. Advanced understanding of Google apps, JIRA, Salesforce, and Sprinklr Experience working and partnering with internal stakeholders. Requirements: Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human‑in‑the‑loop practices to deliver business‑ready outputs and drive measurable improvements in efficiency, cost, and quality. Position ID: GCX-CSSA01IN-Q126 Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding bonus): ₹500,000 ₹500,000 INR Please be advised that each candidate may submit a maximum of ... (truncated, view full listing at source)