Speciality Operations Executive Escalation Support Analyst at Coinbase

Job Description

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Coinbase is hiring a Coinbase Escalation Support Analyst to support its mission of increasing economic freedom around the world. Coinbase is building the next generation onchain financial system, and this role sits at the center of delivering a trusted and seamless customer experience at scale.

This position is suited for professionals who thrive under pressure, value accountability, and are motivated by solving complex customer issues. You will work alongside high performing colleagues who expect excellence and continuous improvement while contributing directly to the success of a global crypto platform.

About Coinbase and the Role

Coinbase operates in a fast paced and demanding environment where ownership, clarity, and execution matter. While many roles are remote focused, this position requires in person participation during the year through team and company offsites designed to strengthen collaboration and alignment.

As a Speciality Operations Executive Escalation Support Analyst, you will join a skilled support operations team responsible for managing high impact customer escalations. Your work will help protect customer trust while improving internal systems, workflows, and policies.

Key Responsibilities

• Manage daily operations of the executive escalations program by investigating, troubleshooting, and resolving complex customer issues across multiple channels
• Communicate clearly and empathetically with internal teams, executives, and external stakeholders
• Act as an escalation point for high touch and sensitive customer cases within the Customer Experience organization
• Assess customer impact and collaborate with Product Managers, Legal teams, and other partners to guide resolution decisions
• Occasionally engage with customers through public support channels when required
• Represent the customer voice by sharing actionable feedback that drives improvements across tools, workflows, and policies
• Maintain an investigative mindset focused on root cause analysis, issue prevention, and scalable operational solutions

Coinbase Escalation Support Analyst Requirements

Required Qualifications

• Strong alignment with Coinbase’s mission and commitment to delivering an excellent customer experience
• At least two years of relevant experience in escalation management or customer support
• Hands on experience with CRM tools such as Salesforce
• Proven ability to manage customer issues from intake to resolution
• Confidence communicating with senior internal stakeholders including executives and board level partners
• Ability to work assigned shifts including both Saturday and Sunday as required by the business
• Exceptional written and verbal communication skills in English
• Strong organizational skills with the ability to adapt in a high growth environment
• Curiosity and persistence in identifying root causes and resolving unusual or complex issues

Nice to Have Qualifications

• Experience working at a crypto exchange or within financial services
• Advanced skills in project management, analytics, or quality assurance
• Advanced degree in business, finance, customer experience, or blockchain related fields
• Strong working knowledge of Google Workspace, JIRA, and Salesforce Service Cloud

Compensation and Benefits

The target base salary range for this role is between USD 40.64 and USD 47.81 per hour, depending on work location. Full time offers also include bonus eligibility, equity participation, and comprehensive benefits such as medical, dental, vision, and retirement plans.

Applicants may submit a maximum of four applications within any thirty day period and are encouraged to apply only to roles that closely align with their skills and interests.

Equal Opportunity and Accessibility

Coinbase is an equal opportunity employer and considers all qualified applicants without regard to protected characteristics under applicable laws. Reasonable accommodations are available for candidates with disabilities throughout the hiring process.

This Coinbase Escalation Support Analyst role offers a unique opportunity to work at the intersection of customer trust, operational excellence, and the future of global finance. Candidates who are motivated by impact, accountability, and growth are encouraged to apply.