Inbound Specialist II, Premium & Wealth

About the role

Coinbase is hiring an Inbound Specialist II for its Customer Experience team, supporting its highest-value customers, including High Net Worth and Ultra High Net Worth segments. The role covers inbound customer interactions across phone, messaging and email, resolving complex issues quickly and accurately while building trusted relationships that strengthen retention and satisfaction. The company is remote-first but meets quarterly in person for intensive working sessions.

Key responsibilities

• Own inbound support for Premium and Wealth customers across phone, messaging and email, investigating and resolving complex issues through to completion on first contact wherever possible.
• Build long-term relationships with high-value customers by proactively identifying needs, following up on open items and guiding them to suitable features and products.
• Partner with Compliance, Risk and cross-functional teams to resolve account issues within a regulated, non-advisory framework while keeping resolution times fast and accurate.
• Drive root-cause analysis using customer data and feedback to surface defects, reduce friction and improve the end-to-end customer experience.
• Develop deep expertise in Coinbase products, blockchain fundamentals and the evolving crypto landscape to act as a trusted subject matter expert.

Required profile

• 1+ years of experience in a customer service or support role, including direct experience with high-value, VIP or premium customers.
• Ability to resolve complex issues across multiple channels in a fast-paced, high-volume environment.
• Working knowledge of blockchain, cryptocurrency, staking, self-custody or digital assets, and of traditional financial products such as equities, fixed income or wealth management.
• Professional proficiency in at least one language beyond English, written and verbal.
• Willingness to work flexible schedules, including nights and weekends, to support 24/7 cryptocurrency markets.

Required skills

• Generative AI use, applied responsibly with human oversight to improve workflow efficiency, cost and quality.

Total compensation may include bonus eligibility and benefits such as medical, dental and vision coverage. The target annual base salary is SGD 72,700.