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.

Interview & Selection Process:

Step 1: Internal Screening

Step 2: Coinbase Manager Interview

Step 3: Versant Assessment

Only final shortlisted/selected candidates will undergo the Versant assessment.
Reason:
Versant assessments have a cost implication.
Conducting assessments for all submitted candidates will not be cost-effective.
Versant assessment will generally be completed on the same day after selection/interview completion.

Customer Support Representative