Serve as a trusted advisor to Coinbase’s high-net-worth customers, delivering white-glove support across inbound and proactive channels.
Anticipate customer needs, proactively resolve friction, and create value-add opportunities that deepen trust and strengthen long-term relationships.
Stay current on crypto markets, Coinbase products, and regulatory developments to guide customers with clarity and confidence.
Investigate, troubleshoot, and resolve complex issues with accurate root-cause analysis and durable solutions.
Partner with Compliance to mitigate fraud, review alerts, and protect customer accounts.
Monitor and analyze customer activity to detect anomalies, prevent risk exposure, and close process gaps.
Own casework end-to-end, ensuring timely resolution, clear communication, and consistent follow-through.
Collaborate with product, engineering, and operations teams to document and relay customer insights that eliminate defects in the customer experience.
Partner with cross-functional specialists to identify opportunities for customers to unlock additional Coinbase features, services, and products.

Minimum of 1 year of relevant experience in a customer service or support role in a fast paced environment including working with high value customers
Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
Exceptional communication and executive presence; able to engage high-net-worth clients with empathy, professionalism, and clarity.
Strong investigative and analytical skills with the ability to identify patterns, assess risk, and recommend solutions.
Proven track record of handling complex issues end-to-end, balancing urgency with thoughtful problem-solving.
Comfort with ambiguity and change; able to thrive in a fast-paced environment where new challenges emerge daily.
A bias for action and ownership; you see problems through to resolution and proactively raise opportunities to add value.
Deep interest in crypto, financial markets, and emerging technology; eager to continuously learn and apply that knowledge in customer interactions.

Resolution Operations Specialist II

Key skills