Resolution Operations Specialist

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Ready to be pushed beyond what you think you9re capable of? At Coinbase, our mission is to increase economic freedom in the world. It9s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform 1and with it, the future global financial system. To achieve our mission, we9re 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 company9s hardest problems. Our work culture is intense and isn9t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there9s 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 Resolution Operations Specialist you will serve as a primary subject matter expert for Coinbase9s products, providing world-class service and support to our most valued customers. You9ll join a team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission. We9re 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. What you9ll be doing (ie. job duties): Customer Advocacy & Relationship Building

• Serve as a trusted advisor to Coinbase9s 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,...