2+ years of experience in international customer support, including ownership of complex or escalated cases, via phone and messaging/chat
Previous experience working in highly regulated industries such as FinTech, financial services, insurance, or crypto environment/company
Experience using AI-powered tools (e.g., AI copilots, chatbots)
Proven ability to manage high ticket volumes across multiple channels while exceeding targets (CSAT, QA, TTR, FCR)

More clarity

Project: Customer Support Hiring Requirement

Key Discussion Points:

Earlier, Coinbase was hiring candidates primarily with International Voice Support experience.
The updated requirement is now for Blended Support Agents, requiring candidates with experience in both:
International Voice Support
Chat/Messaging Support

Candidate Profile / Mandatory Skills:

Candidates must have 2+ years of international customer support experience.
Experience can range around 2–3+ years, but 2 years is the minimum mandatory requirement.
Candidates should have hands-on experience in:
International voice support
Chat support / messaging support
Handling customer queries across multiple channels
Strong communication skills are mandatory.
Profile quality will be the key focus while sourcing.
Candidates from regulated industries will be preferred:
FinTech
Banking
Insurance
Financial Services
Crypto industry experience will be an added advantage.
Since crypto experience may be difficult to find, strong financial domain experience will also be considered.
Coinbase has started introducing AI initiatives within their operations.
Existing resources are also undergoing AI-related training.
Candidates should have basic awareness/experience with AI-powered tools.
Exposure to:
AI copilots
Chatbots
AI-based support tools.

Interested please share resumes to

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Customer Support Associate - International Voice & Chat