Customer Support Representative

• 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)

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.