Customer Support Representative

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

• Recruitment team will screen candidates based on:
• Communication skills
• International voice experience
• Chat support experience
• Industry background

Step 2: Coinbase Manager Interview

• Shortlisted candidates will be presented to Coinbase.
• Candidates will go through one or two rounds of manager interviews.

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.