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Coinbase
Analyst Intern Customer Experience Incident Response
7 months ago | 947 views | Be the first one to apply

Analyst Intern Customer Experience Incident Response

Internship
New York

About the company

Coinbase is one of the most trusted cryptocurrency exchanges today. It secures cash on FDIC-secured accounts, lets you securely connect and trade crypto via your bank account, and blocks suspicious accounts to ensure user safety

Job Summary

📍The ideal candidate will have a customer-centric mindset, a general understanding of customer service, strong project management skills and adaptability to a fast paced environment. Top candidates will have a natural desire to continually improve customer & agent experiences, enormous user empathy, and can maintain a calm demeanor in high stress situations. People describe our ideal teammate as accountable and organized.

📍Contribute to 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. 📍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 incidents. 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.

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