Customer Success SME III

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

The Customer Success SME III is responsible for driving operational excellence through ongoing process enhancements and tooling improvements. In this role, the SME will collaborate closely with cross-functional teams to streamline support processes and lead initiatives aimed at enhancing the overall customer success framework. We are seeking an individual who is passionate about delivering a seamless and phenomenal customer experience.

What you’ll be doing (ie. job duties):

• Identify opportunities to optimize existing processes and KPIs through continuous improvement initiatives.
• Manage and prioritize the problems, ensuring submitted ideas are reviewed and acted upon within defined SLAs..
• Identify and execute on opportunities to eliminate, automate, and optimize (EAO) using data analysis.
• Collaborate with cross-functional teams to discuss proposed solutions and coordinate their implementation.
• Submit tooling enhancement requests to relevant teams based on observations and testing.
• Collaborate with the Knowledge Management team on content updates and with L&D on training material revisions.
• Dedicate at least 10 hours per week to hands-on production roles to stay updated on workflows and identify areas for improvement.
• Provide flexible support during workload spikes and work with the manager to define guardrails for production hours.
• Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Champion clear communication with internal and external partners to align on solutions and drive results.

What we look for in you (ie. job requirements):

• Minimum 2 years of professional experience in a related production role, demonstrating a solid foundation in industry practices.
• Comprehensive knowledge of Customer Experience  and customer service best practices, with specialized domain expertise.
• History of actively contributing to continuous process improvements within an organization.
• Exceptional analytical capabilities coupled with strong problem-solving skills.
• Superior communication skills with proven ability to effectively manage and engage stakeholders.
• Demonstrated ability to multitask efficiently and manage competing priorities effectively.
• Demonstrated proactive approach in suggesting and implementing organizational improvements.
• A strong commitment to continuous improvement and ongoing learning.
• Basic understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrency.
• High flexibility and adaptability to meet the evolving demands of a rapidly-growing, fast-paced organization.

Nice to haves:

• High level of proficiency in cryptocurrency and Coinbase products
• Previous experience in tech, crypto, finance, or fintech.
• Certification in process improvement methodologies such as Lean Six Sigma, Agile, etc.
• Experience with process modeling and mapping tools.
• Experience working with remote or virtual teams.
• Ability to navigate ambiguity and work independently.

Job #: P64170

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k