Inbound Specialist II, Premium & Wealth

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

As an Inbound Specialist II, you'll join the Customer Experience team as a frontline specialist supporting Coinbase's highest-value customers, including High Net Worth and Ultra High Net Worth segments. You'll own inbound customer interactions across multiple channels, resolving complex issues with speed and accuracy while building trusted relationships that strengthen retention and satisfaction.

What you'll do:

• Own inbound support for Premium and Wealth customers across phone, messaging, and email, investigating and resolving complex issues through to completion on first contact wherever possible.
• Build trusted, long-term relationships with high-value customers by proactively identifying needs, following up on open items, and guiding them to features and products that match their profile.
• Partner with Compliance, Risk, and cross-functional teams to navigate account issues within a regulated, non-advisory framework while maintaining fast and accurate resolution times.
• Drive root-cause analysis by leveraging customer data and feedback to surface defects, reduce friction, and improve the end-to-end customer experience.
• Develop and maintain deep expertise in Coinbase products, blockchain fundamentals, and the evolving crypto landscape to serve as a trusted subject matter expert for Premium and Wealth customers.

Required Skills and Experience:

• 1+ years of experience in a customer service or support role, including direct experience servicing high-value, VIP, or premium customer segments.
• Demonstrated ability to investigate and resolve complex customer issues across multiple channels (phone, email, messaging) in a fast-paced, high-volume environment.
• Working knowledge of blockchain, cryptocurrency, staking, self-custody, or digital assets, as well as traditional financial products such as equities, fixed income, or wealth management services.
• Professional proficiency in at least one language beyond English, written and verbal.
• Willingness to work flexible schedules, including nights and weekends, to support the 24/7 nature of cryptocurrency markets.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

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).

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.