Customer Support Representative

Delivered high-quality support to customers by handling a wide range of inquiries, including debit card usage, app navigation, and KYC/KYB verification status, ensuring clarity and compliance with regulatory standards. Clearly communicated regulatory requirements to customers when necessary, translating complex compliance policies into user-friendly guidance. Collaborated cross-functionally with internal teams and external vendors to troubleshoot and resolve customer issues efficiently, maintaining a high level of user satisfaction. Managed and documented all customer interactions through Intercom, ensuring timely, detailed, and accurate responses. Utilized Slack for internal communication and escalated technical concerns to engineering via Linear, maintaining smooth coordination across departments. Took initiative to streamline workflows between support platforms, improving resolution speed and operational efficiency. Acted as a bridge between customers and the Product team by providing actionable feedback gathered from frontline interactions, helping to shape product enhancements. Supported ongoing compliance efforts by following regulatory guidelines and assisting with internal compliance reviews. Demonstrated sound judgment and critical thinking in resolving complex user concerns, maintaining Coinbase’s commitment to security, clarity, and customer- first service.

Delivered exceptional, crypto-native customer support across a wide range of channels, assisting users with wallet functionality, account security, deposits/withdrawals, 2FA issues, trading platform navigation, and KYC/AML verification processes. Acted as a Subject Matter Expert (SME) for support teams, providing guidance on complex cases and contributing to internal knowledge sharing and process documentation. Ensured compliance with Kraken's strict security and regulatory policies by educating users on verification standards, fraud prevention, and crypto best practices. Collaborated with cross-functional teams, including Compliance, Product, and Engineering, to troubleshoot edge cases, escalate platform issues, and advocate for the user experience. Used tools such as Zendesk, Jira, Intercom, Slack, and Kraken’s internal systems to manage cases efficiently and drive resolution across multiple departments. Authored and refined internal knowledge base articles and SOPs to improve team efficiency and onboarding of new agents. Provided critical insights to Product and Compliance teams based on recurring client pain points, bugs, or policy gaps, directly influencing product improvements and compliance audits. Proactively identified workflow inefficiencies and contributed to continuous process improvement across support channels. Maintained high performance in KPIs such as CSAT, first response time, resolution time, and quality assurance scores, while handling sensitive and high-risk cases with discretion and accuracy. Adapted quickly to evolving crypto regulations and exchange policy updates in a fast-paced, 24/7 environment.