Onboarding Analyst
Coinbase has built the world's leading compliant cryptocurrency platform serving over 68 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy and increase economic freedom around the world.
There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.
What you’ll be doing (ie. job duties):
- Serve as a domain expert across multiple channels, supporting our highest value customers onboard for Coinbase Cloud
- Provide white glove support to our highest priority global clients through phone, email and video calls in an articulate and empathetic manner
- Drive impactful changes across workflows and tools by partnering with the sales, engineering, compliance, and product teams
- Continuously add value through effective project management, decisive prioritization, and efficient execution
- Set a high bar for support analysts within the organization by setting an example through performance and work ethic
- Operationalize new and existing policies, processes, and procedures related to the Cloud scope
- Serve as the voice of the customer to internal teams including Advocacy, Engineering and Product when surfacing bugs, incidents, and product feedback
- Serve as an escalation point for high priority requests or complex investigations
- Ensuring that Coinbase maintains regulatory standards across various policies and programs
- Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner
- Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions
- Maintain an investigative mindset to help address critical compliance issues while building operational processes to develop and maintain our program at scale
What we look for in you (ie. job requirements):
- 3+ years experience in a technical platform onboarding role, preferably in technology, insurance or financial services
- Fluency with customer support platforms - ticketing, telephony, email support
- Experience with Salesforce preferred
- Experience working with cross-functional teams and stakeholders (Sales, Product, Engineering, Design, and Operations)
- Blockchain knowledge/experience not a strict requirement, but must demonstrate an eagerness to learn quickly - blockchain credentials a plus
- Excellent verbal and written communication skills
- Self-starter, comfortable with a rapidly changing environment
- Attention to detail and willingness to be in the weeds of onboarding support to resolve issues
- You enjoy entrepreneurial environments and want to help build something meaningful
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 Equal Employment Opportunity is the Law 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@ 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). Please contact accommodations@ coinbase.com for additional information or to request accommodations.
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