Support Analyst, Onboarding

  • Coinbase
  • 129 Geylang East Ave 2, #01-106, Singapore 380129
  • Apr 02, 2021

Job Description

Coinbase has built the world's leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy and increase economic freedom around the world .

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

As an Analyst, Client Services, you'll join a high functioning team of passionate support professionals whose performance is critical to Coinbase achieving its mission. You will serve as a subject matter expert to Onboard our clients for Coinbase's institutional suite of products (Prime, Custody), providing world-class service and support to our most valued clients and coverage team. Diligent, empathetic, and have a bias towards action, you will play a crucial role in the success of the Client Services organization as we help build the cryptoeconomy.

What You'll Be Doing (i.e., Job Duties)
  • Serve as a domain expert across multiple channels, supporting our highest value customers and institutions onboard for Coinbase's institutional products (including Prime and Custody)
  • Provide white glove support to our highest priority global clients through phone, email and video calls in an articulate and empathetic manner
  • Drive impactful changes across workflows and tools by partnering with the sales, engineering, compliance, and product teams
  • Continuously add value through effective project management, decisive prioritization, and efficient execution
  • Set a high bar for support analysts within the organization by setting an example through performance and work ethic
  • Operationalize new and existing policies, processes, and procedures related to the Client Services Onboarding scope
  • Serve as the voice of the customer to internal teams including Advocacy, Engineering and Product when surfacing bugs, incidents, and product feedback related to the Onboarding process
  • Ensuring that Coinbase maintains regulatory standards across various policies and programs
  • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner
  • Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures
  • Maintain a thorough understanding of metrics and dashboards to make informed, data-driven decisions
  • Maintain an investigative mindset to help address critical compliance issues while 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, scalable white-glove support experience for our global customer base
  • Experience with high priority clients, compliance, product support, payments, fraud, or other relevant operational domains
  • Experience with industry standards and developments in the areas of KYC and BSA/AML is a plus
  • Minimum of 2 years of relevant experience in financial services, technology and/or customer support
  • Experience with different channels of support, including voice, e-mail and/or chat
  • Fantastic communication skills in order to operate across multiple departments, stakeholders, and clients
  • Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization
  • Work within defined shift hours and participate in a weekend or on-call rotation (depending on business need)

Nice to haves:
  • Understanding of cryptocurrency, global financial markets, and/or trading platforms
  • Proficiency in one or more of the following languages: French, German, Japanese, Mandarin or another language