[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 Coinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies. It was founded in 2012, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Coinbase has a track record of offering H1B sponsorships, with 181 in 2025, 92 in 2024, 96 in 2023, 284 in 2022, 183 in 2021, 66 in 2020. Please note that this does not guarantee sponsorship for this specific role.