Executive Escalation Analyst III

Responsible for the day to day operations of the Speciality Operations Executive escalations management program by investigating, troubleshooting and resolving Coinbase customer issues across multiple channels. 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 escalations. You should be able to gauge customer impact and guide decisions with Product Managers, Legal, and other stakeholders with users in mind. Occasionally interact with Coinbase customers in public support channels. 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 mindset 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.