Inbound Specialist II, Premium & Wealth

About the role

In this role, you will provide support to Premium and Wealth customers through various communication channels, resolving complex issues efficiently. Building long-term relationships with these high-value clients is crucial, as is guiding them to the right features and products.

You will collaborate with Compliance and Risk teams to address account issues while maintaining swift resolution times. A deep understanding of Coinbase products and the broader crypto landscape is essential for success in serving as a subject matter expert.

The target annual base salary for this position is $53,798, with potential for bonuses and benefits.

Skills that matter here

• customer service: This role requires strong customer service skills to address and resolve issues for high-value clients.
• blockchain: Knowledge of blockchain is necessary to assist customers effectively and navigate complex queries.
• cryptocurrency: Familiarity with cryptocurrency is essential for understanding client needs and guiding them appropriately.
• digital assets: Understanding digital assets will help in providing tailored support to clients.

Who this role suits

• A person with at least one year of experience in customer service, particularly with premium customers.
• Someone who thrives in fast-paced environments and can resolve complex issues across multiple channels.
• An individual with a solid understanding of blockchain and cryptocurrency, as well as a willingness to work flexible hours.
• A candidate who can communicate effectively in at least one language beyond English.

From the employer

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).
• Annual base salary range (excluding bonus): $72,700—$72,700 SGD.

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.