Customer Support Representative

SERVE AS THE GO-TO RESOURCE FOR COMPLEX ISSUES, OFFERING IN-DEPTH KNOWLEDGE OF COINBASE’S SYSTEMS, PRODUCTS, AND SERVICES. ASSIST IN RESOLVING ESCALATED CASES, ENSURING ACCURATE AND EFFICIENT OUTCOMES. STAY UPDATED ON INDUSTRY TRENDS, REGULATIONS, AND EMERGING TECHNOLOGIES TO PROVIDE RELEVANT INSIGHTS. RESPONSIBLE FOR PROVIDING SUPPORT FOR COINBASE CUSTOMERS BY INVESTIGATING, TROUBLESHOOTING AND RESOLVING CRYPTO CASES ACROSS MULTIPLE CHANNELS (EMAIL, SOCIAL AND/OR CHAT). PROVIDE COACHING AND SUPPORT TO JUNIOR TEAM MEMBERS OR COLLEAGUES. CONDUCT TRAINING SESSIONS TO ENSURE THE TEAM IS KNOWLEDGEABLE ABOUT UPDATES, TOOLS, AND STRATEGIES. FOSTER A CULTURE OF CONTINUOUS LEARNING AND DEVELOPMENT WITHIN THE TEAM. MONITOR ADHERENCE TO REGULATORY AND INTERNAL COMPLIANCE STANDARDS. DELIVERED ACCURATE, COMPREHENSIVE INFORMATION USING APPROPRIATE TOOLS AND METHODS. RESOLVED CUSTOMER COMPLAINTS BY PROVIDING TIMELY AND EFFECTIVE SOLUTIONS, FOLLOWING

Built and maintained strong, long-term relationships with sellers and brand partners. Acted as the main point of contact, ensuring clear communication and consistent support for client needs. Analyzed sales data and market trends to create tailored business growth strategies for each account. Provided actionable insights to clients to optimize listings, improve conversion rates, and boost visibility on the Amazon platform. Guided clients through Amazon programs like Sponsored Ads, Brand Registry, and FBA (Fulfilled by Amazon). Regularly monitored account health metrics including inventory levels, customer feedback, A-to-Z claims, and Order Defect Rate (ODR). Implemented corrective action plans for underperforming listings or campaigns. Helped clients create and manage Amazon PPC campaigns and promotions. Provided insights on keyword optimization, content enhancement, and A+ Content strategies to drive traffic and increase sales. Investigated and resolved seller issues related to account suspensions, listing removals, policy violations, and negative feedback. Liaised with Amazon internal teams to expedite case resolutions and ensure client satisfaction. Prepared regular performance reports, presenting growth opportunities and risk assessments. Used tools like Amazon Seller Central, Brand Analytics, Helium 10, and Jungle Scout for tracking and reporting.