Customer Support Representative

Candidate Profile / Mandatory Skills:

• Candidates must have 2+ years of international customer support experience.
• Experience may fall within the 2–3+ year range; however, 2 years is the minimum mandatory requirement.
• Candidates should bring practical, hands-on experience in:
• International voice support
• Chat support / messaging support
• Managing customer queries across multiple support channels
• Strong communication skills are mandatory.
• During sourcing, profile quality will be the primary focus.
• Candidates with experience in regulated industries are preferred, including:
• FinTech
• Banking
• Insurance
• Financial Services
• Experience in the crypto industry will be considered an added advantage.
• Because crypto-specific experience may be difficult to source, strong financial domain experience will also be considered.
• Coinbase has begun introducing AI initiatives across its operations.
• Current resources are also undergoing AI-related training.
• Candidates should have basic awareness and/or experience with AI-powered tools.
• Experience and exposure to the following areas are expected:
• AI copilots
• Chatbots
• AI-based support tools.

Interview & Selection Process:

Step 1: Internal Screening

• The recruitment team will evaluate candidates based on:
• Communication skills
• International voice support experience
• Chat support experience
• Industry background

Step 2: Coinbase Manager Interview

• Shortlisted candidates will be shared with Coinbase.
• Candidates will participate in one or two rounds of manager interviews.

Step 3: Versant Assessment

• Only final shortlisted/selected candidates will be required to complete the Versant assessment.
• Reason:
• Versant assessments involve a cost.
• Conducting assessments for all submitted candidates would not be cost-effective.
• The Versant assessment is generally scheduled and completed on the same day after selection/interview completion.