[Remote] Resolution Operations Specialist

Note: The job is a remote job and is open to candidates in USA. Coinbase is on a mission to increase economic freedom globally and is seeking a Resolution Operations Specialist to provide exceptional service to high-net-worth customers. This role focuses on proactive engagement, issue resolution, and building long-term customer relationships while collaborating with cross-functional teams to enhance the customer experience.

Responsibilities

• Serve as a trusted advisor to Coinbase’s high-net-worth customers, delivering white-glove support across inbound and proactive channels
• Anticipate customer needs, proactively resolve friction, and create value-add opportunities that deepen trust and strengthen long-term relationships
• Stay current on crypto markets, Coinbase products, and regulatory developments to guide customers with clarity and confidence
• Investigate, troubleshoot, and resolve complex issues with accurate root-cause analysis and durable solutions
• Partner with Compliance to mitigate fraud, review alerts, and protect customer accounts
• Monitor and analyze customer activity to detect anomalies, prevent risk exposure, and close process gaps
• Own casework end-to-end, ensuring timely resolution, clear communication, and consistent follow-through
• Collaborate with product, engineering, and operations teams to document and relay customer insights that eliminate defects in the customer experience
• Partner with cross-functional specialists to identify opportunities for customers to unlock additional Coinbase features, services, and products

Skills

• Exceptional communication and executive presence; able to engage high-net-worth clients with empathy, professionalism, and clarity
• Strong investigative and analytical skills with the ability to identify patterns, assess risk, and recommend solutions
• Proven track record of handling complex issues end-to-end, balancing urgency with thoughtful problem-solving
• Comfort with ambiguity and change; able to thrive in a fast-paced environment where new challenges emerge daily
• A bias for action and ownership; you see problems through to resolution and proactively raise opportunities to add value
• Deep interest in crypto, financial markets, and emerging technology; eager to continuously learn and apply that knowledge in customer interactions
• Minimum of 1 year of relevant experience in a customer service or support role in a fast paced environment including working with high value customers
• Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets
• Experience in crypto exchanges, financial services, or fintech, ideally in trading operations, payments or technical support
• High level of proficiency in cryptocurrency and Coinbase products
• Experience in Banking, Wealth Management, Corporate Finance, Asset Management or FinTech
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect
• Additional languages: Spanish, French, German, Portuguese or Mandarin

Benefits

• Bonus eligibility
• Medical
• Dental
• Vision
• 401(k)

Company Overview

Company H1B Sponsorship