Resolution Operations Specialist II

Join Coinbase As A Resolutions Operations Specialist

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. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

As a Resolutions Operations Specialist you will serve as a primary subject matter expert for Coinbase's products, providing world-class service and support to our most valued customers. You'll join a team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission. We're looking for an individual who has a passion for making the customer experience seamless and phenomenal.

Unlike traditional customer success roles, this role is focused on proactive engagement and prevention, not just issue resolution.

Customer Advocacy & Relationship Building

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.

Issue Resolution & Risk Management

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.

Cross-Functional Collaboration & Feedback Loop

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.

What we look for in you:

• 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.

Nice to haves:

• 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

Pay Transparency Notice: Depending on your work location, the target annual base salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + benefits (including medical, dental, vision and 401(k)). Base salary range shown. Total compensation also includes bonus eligibility and benefits: $32.45—$38.17 USD