Support Analyst

    0
    461

    Dublin, Ireland
    Coinbase
    Location: Dublin, Ireland Coinbase has built the world’s leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world. There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role. Read more about our values and culture here. What You’ll Be Doing (i.e., Job Duties)
    Document, review and process incoming data privacy requests. Work closely with our legal dept and other cross functional partners to address complex privacy reports and regulatory inquiries. Providing support for the Coinbase Disputes Operations program and ensuring that Coinbase maintains regulatory standards across various policies and programs. Serve as an escalation point for hi-priority queues or complex investigations. Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner. Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures. Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, Compliance and Legal. Maintain a thorough understanding of metrics and dashboards to make informed, data-guided decisions. Set a high bar for support analysts within the organization by setting an example through performance and work ethic. Continuously add value through effective project management, ruthless prioritization and efficient execution. Maintain an investigative mindset to help address critical compliance issues while building operational processes to develop and maintain our program at scale.
    What We Look For In You (ie. Job Requirements)
    Experience in GDPR, Privacy or Complaints processes. Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base. Must work in a defined shift, as required by the business. Minimum of 4 years of relevant experience in financial services, technology and/or customer support. Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains. Experience with different channels of support, including voice, e-mail, social and/or chat. Fantastic communication skills in order to operate globally across multiple departments and stakeholders. Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization. Must be able to read, write and speak in English.
    Nice to haves
    Advanced degree in business, finance or CX. Advanced understanding of Google apps, JIRA, Salesforce Service Cloud. Experience working with and partnering with external outsource business partners.Dublin, Ireland
    Coinbase
    Location: Dublin, Ireland
    Coinbase has built the world’s leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world.

    There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.

    Read more about our values and culture here.

    What You’ll Be Doing (i.e., Job Duties)

    • Document, review and process incoming data privacy requests.
    • Work closely with our legal dept and other cross functional partners to address complex privacy reports and regulatory inquiries.
    • Providing support for the Coinbase Disputes Operations program and ensuring that Coinbase maintains regulatory standards across various policies and programs.
    • Serve as an escalation point for hi-priority queues or complex investigations.
    • Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
    • Work with customer advocacy to operationalize and standardize new and existing policies, processes and procedures.
    • Proactively drive impactful changes across workflows, policies and tools by working with internal support teams, Compliance and Legal.
    • Maintain a thorough understanding of metrics and dashboards to make informed, data-guided decisions.
    • Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
    • Continuously add value through effective project management, ruthless prioritization and efficient execution.
    • Maintain an investigative mindset to help address critical compliance issues while building operational processes to develop and maintain our program at scale.

    What We Look For In You (ie. Job Requirements)

    • Experience in GDPR, Privacy or Complaints processes.
    • Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
    • Must work in a defined shift, as required by the business.
    • Minimum of 4 years of relevant experience in financial services, technology and/or customer support.
    • Experience with compliance, payments, fraud, account access, trust and safety or other relevant operational domains.
    • Experience with different channels of support, including voice, e-mail, social and/or chat.
    • Fantastic communication skills in order to operate globally across multiple departments and stakeholders.
    • Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
    • Must be able to read, write and speak in English.

    Nice to haves

    • Advanced degree in business, finance or CX.
    • Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
    • Experience working with and partnering with external outsource business partners.

    Read More