CX Incident and Bug Analyst III

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 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. As an Analyst for CX Incident Response, you'll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. We're looking for an individual who has a passion for making the customer experience seamless and fantastic. You have a strong passion for the product, user empathy, and can maintain a calm demeanor in high stress situations. People describe you as accountable and organized. *What you'll be doing (ie. job duties):* * Responsible for the day to day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer facing incidents across all Coinbase products. * Responsible to triage and escalate customer reported bugs across all Coinbase Products * Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. * Serve as an escalation point for the Customer Experience organization in high touch critical issues and platform defects (incidents and bugs). You should be able to gauge customer impact and guide decisions with Product Managers, Engineers, Legal, and other related partners with users in mind. * Represent the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams. * Maintain an investigative mentality to help address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain our program at scale. *What we look for in you (ie. job requirements):* * Motivated by Coinbase's mission and creating a seamless support experience for our global customer base. * Experience with CRM tooling, such as Salesforce. * Comfortable responding to high level internal stakeholders, such as executives and board members * Demonstrated experience with end-to-end platform incident management. * Must work in a defined shift, as required by the business. * Minimum of 2 years of relevant experience in incident management and/or customer support. * Exceptional communication skills in order to operate across multiple departments and stakeholders. * Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization. * Must be able to read, write and speak in English * Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual. *Nice to haves:* * Experience at crypto exchanges or in financial services * Advanced experience in project management, analytics or quality assurance. * Advanced degree in business, finance, customer experience and/or blockchain. * Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. * ITIL V4 Foundation certification * SQL Position ID: P72824 *#LI-Remote* Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range from $40.64 to $47.81 + target bonus + target equity + benefits (including medical, dental, vision and 401(k)). *Pay Transparency Notice:* Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility**+ benefits (including medical, dental, vision and 401(k)). Pay Range: $40.64-$47.81 USD Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying. Commitment to Equal Opportunity Coinbase 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 the 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 contact us at accommodations *Global Data Privacy Notice for Job Candidates and Applicants* Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available By submitting your application, you are agreeing to our use and processing of your data as required. *AI Disclosure* For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description. For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. *The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment*. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com