Customer Support Associate - International Voice & Chat

• A minimum of 2 years of experience in international customer support, including the management of complex or escalated cases, through phone and messaging/chat channels
• Prior experience in highly regulated sectors such as FinTech, financial services, insurance, or within a crypto organization
• Familiarity with AI-driven tools (such as AI copilots and chatbots)
• Demonstrated capability to handle high volumes of tickets across various channels while surpassing performance metrics (CSAT, QA, TTR, FCR)

Project: Requirement for Customer Support Hiring

Key Discussion Points:

• Previously, Coinbase focused on candidates with International Voice Support experience.
• The revised requirement now seeks Blended Support Agents, who possess expertise in both:
• International Voice Support
• Chat/Messaging Support

Candidate Profile / Essential Skills:

• Candidates must have at least 2 years of international customer support experience.
• Experience can range from 2 to 3+ years, but 2 years is the essential minimum.
• Hands-on experience is required in:
• International voice support
• Chat support/messaging support
• Managing customer inquiries across multiple channels
• Excellent communication skills are essential.
• The quality of the candidate profile will be a primary consideration during sourcing.
• Preference will be given to candidates from regulated industries:
• FinTech
• Banking
• Insurance
• Financial Services
• Experience in the crypto sector will be considered a bonus.
• As crypto experience may be rare, strong experience in the financial domain will also be acceptable.
• Coinbase has begun to implement AI initiatives in their operations.
• Current staff are also receiving training related to AI.
• Candidates should possess basic knowledge or experience with AI-driven tools.
• Exposure to:
• AI copilots
• Chatbots
• AI-based support tools.

Interested candidates are encouraged to send their resumes to

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