Customer Success Specialist II (Remote - Cyprus)

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. TL;DR The team looks after Premium customers, delivering outstanding and personalized support in various international languages to our valued clients worldwide. As a Customer Success Specialist you will serve as a primary subject matter expert for Coinbase's products, providing world-class service and support to our most valued customers. You'll join a team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission. We're looking for an individual who has a passion for making the customer experience seamless and phenomenal. Ownership impact In this role, you will: You will be responsible for providing best in class customer support, handling customers proactively to mitigate issues, handling contacts through to resolution, and collaborating across teams of subject matter specialists to fix issues with urgency. Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience. Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase. Champion clear communication with internal and external partners to align on solutions and drive results. Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile. Opportunities to support international or regional ad-hoc projects in addition to core work. Minimum qualifications 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. Motivated by Coinbase's mission and creating a seamless experience for our highest value customers. Minimum of 2 years of relevant experience in a customer service or support role in a fast paced environment including working with high value customers. Proficiency in English, with the ability to read, write, and communicate effectively in the language. This requirement is essential to serve customers, and support business operations as required. Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, crypto, equities, derivatives, and futures. Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organizat ... (truncated, view full listing at source)