CX Incident and Bug Analyst III
Coinbase
CX Incident and Bug Analyst III
Job Description
Responsibilities
- Responsible for the day to day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer facing incidents across all Coinbase products.
- Responsible to triage and escalate customer reported bugs across all Coinbase Products
- Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
- Serve as an escalation point for the Customer Experience organization in high touch critical issues and platform defects (incidents and bugs). You should be able to gauge customer impact and guide decisions with Product Managers, Engineers, Legal, and other related partners with users in mind.
- Represent the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams.
- Maintain an investigative mentality to help address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain our program at scale.
Required Qualifications
- Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
- Experience with CRM tooling, such as Salesforce.
- Comfortable responding to high level internal stakeholders, such as executives and board members
- Demonstrated experience with end-to-end platform incident management.
- Must work in a defined shift, as required by the business.
- Minimum of 2 years of relevant experience in incident management and/or customer support.
- Exceptional communication skills in order to operate across multiple departments and stakeholders.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
- Must be able to read, write and speak in English
- Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual.
Preferred Qualifications
- Experience at crypto exchanges or in financial services
- Advanced experience in project management, analytics or quality assurance.
- Advanced degree in business, finance, customer experience and/or blockchain.
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
- ITIL V4 Foundation certification
- SQL
Required Skills
- CRM tooling, such as Salesforce
- end-to-end platform incident management
- communication skills
- investigative mentality
- user empathy
- organized
- accountable
- English language proficiency
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, and vision)
Salary Range
$54900 - $54900 EUR
Locations
- Northern Ireland, United Kingdom, Ireland, United Kingdom, United States (Remote)
Salary
54,900 - 54,900 EUR / yearly
Skills Required
- CRM tooling, such as Salesforceintermediate
- end-to-end platform incident managementintermediate
- communication skillsintermediate
- investigative mentalityintermediate
- user empathyintermediate
- organizedintermediate
- accountableintermediate
- English language proficiencyintermediate
Required Qualifications
- Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base. (experience)
- Experience with CRM tooling, such as Salesforce. (experience)
- Comfortable responding to high level internal stakeholders, such as executives and board members (experience)
- Demonstrated experience with end-to-end platform incident management. (experience)
- Must work in a defined shift, as required by the business. (experience)
- Minimum of 2 years of relevant experience in incident management and/or customer support. (experience)
- Exceptional communication skills in order to operate across multiple departments and stakeholders. (experience)
- Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization. (experience)
- Must be able to read, write and speak in English (experience)
- Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual. (experience)
Preferred Qualifications
- Experience at crypto exchanges or in financial services (experience)
- Advanced experience in project management, analytics or quality assurance. (experience)
- Advanced degree in business, finance, customer experience and/or blockchain. (experience)
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. (experience)
- ITIL V4 Foundation certification (experience)
- SQL (experience)
Responsibilities
- Responsible for the day to day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer facing incidents across all Coinbase products.
- Responsible to triage and escalate customer reported bugs across all Coinbase Products
- Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
- Serve as an escalation point for the Customer Experience organization in high touch critical issues and platform defects (incidents and bugs). You should be able to gauge customer impact and guide decisions with Product Managers, Engineers, Legal, and other related partners with users in mind.
- Represent the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams.
- Maintain an investigative mentality to help address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain our program at scale.
Benefits
- general: bonus eligibility
- general: equity eligibility
- general: benefits (including medical, dental, and vision)
Tags & Categories
CX Incident and Bug Analyst III
Coinbase
CX Incident and Bug Analyst III
Job Description
Responsibilities
- Responsible for the day to day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer facing incidents across all Coinbase products.
- Responsible to triage and escalate customer reported bugs across all Coinbase Products
- Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
- Serve as an escalation point for the Customer Experience organization in high touch critical issues and platform defects (incidents and bugs). You should be able to gauge customer impact and guide decisions with Product Managers, Engineers, Legal, and other related partners with users in mind.
- Represent the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams.
- Maintain an investigative mentality to help address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain our program at scale.
Required Qualifications
- Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
- Experience with CRM tooling, such as Salesforce.
- Comfortable responding to high level internal stakeholders, such as executives and board members
- Demonstrated experience with end-to-end platform incident management.
- Must work in a defined shift, as required by the business.
- Minimum of 2 years of relevant experience in incident management and/or customer support.
- Exceptional communication skills in order to operate across multiple departments and stakeholders.
- Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
- Must be able to read, write and speak in English
- Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual.
Preferred Qualifications
- Experience at crypto exchanges or in financial services
- Advanced experience in project management, analytics or quality assurance.
- Advanced degree in business, finance, customer experience and/or blockchain.
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
- ITIL V4 Foundation certification
- SQL
Required Skills
- CRM tooling, such as Salesforce
- end-to-end platform incident management
- communication skills
- investigative mentality
- user empathy
- organized
- accountable
- English language proficiency
Benefits
- bonus eligibility
- equity eligibility
- benefits (including medical, dental, and vision)
Salary Range
$54900 - $54900 EUR
Locations
- Northern Ireland, United Kingdom, Ireland, United Kingdom, United States (Remote)
Salary
54,900 - 54,900 EUR / yearly
Skills Required
- CRM tooling, such as Salesforceintermediate
- end-to-end platform incident managementintermediate
- communication skillsintermediate
- investigative mentalityintermediate
- user empathyintermediate
- organizedintermediate
- accountableintermediate
- English language proficiencyintermediate
Required Qualifications
- Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base. (experience)
- Experience with CRM tooling, such as Salesforce. (experience)
- Comfortable responding to high level internal stakeholders, such as executives and board members (experience)
- Demonstrated experience with end-to-end platform incident management. (experience)
- Must work in a defined shift, as required by the business. (experience)
- Minimum of 2 years of relevant experience in incident management and/or customer support. (experience)
- Exceptional communication skills in order to operate across multiple departments and stakeholders. (experience)
- Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization. (experience)
- Must be able to read, write and speak in English (experience)
- Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual. (experience)
Preferred Qualifications
- Experience at crypto exchanges or in financial services (experience)
- Advanced experience in project management, analytics or quality assurance. (experience)
- Advanced degree in business, finance, customer experience and/or blockchain. (experience)
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. (experience)
- ITIL V4 Foundation certification (experience)
- SQL (experience)
Responsibilities
- Responsible for the day to day operations of the CX Incident Response team through identification, mitigation, remediation and resolution of customer facing incidents across all Coinbase products.
- Responsible to triage and escalate customer reported bugs across all Coinbase Products
- Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
- Serve as an escalation point for the Customer Experience organization in high touch critical issues and platform defects (incidents and bugs). You should be able to gauge customer impact and guide decisions with Product Managers, Engineers, Legal, and other related partners with users in mind.
- Represent the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams.
- Maintain an investigative mentality to help address critical customer issues while keeping in mind next-issue avoidance and building operational processes to develop and maintain our program at scale.
Benefits
- general: bonus eligibility
- general: equity eligibility
- general: benefits (including medical, dental, and vision)
Tags & Categories