Job Description
This Analyst Intern position is a critical role within the Customer Experience (CX) Incident Response team at Coinbase. The intern will support the team's daily operations by actively participating in the identification, mitigation, remediation, and resolution of customer-facing incidents across all Coinbase products. This role requires a proactive approach to addressing issues while maintaining a focus on preventing future problems and improving operational processes to scale the program effectively.
Key Responsibilities
- Collaborate with internal and external stakeholders to ensure timely and effective communication regarding customer incidents. This includes providing clear updates, coordinating with cross-functional teams, and maintaining a customer-centric mindset throughout all interactions.
- Act as the primary escalation point for the Customer Experience organization in handling high-touch critical issues and platform incidents. You will assess the impact on customers, prioritize actions, and guide decisions with Product Managers, Engineers, Legal teams, and other relevant partners.
- Proactively identify opportunities for process improvement by analyzing customer feedback and escalations. This involves relaying insights to internal support teams to drive changes in workflows, policies, and tools that enhance the overall customer experience.
- Conduct thorough investigations into complex customer issues to ensure accurate resolution. This includes documenting root causes, tracking resolution timelines, and implementing preventive measures to avoid recurrence.
- Support the development of scalable operational frameworks by contributing to the creation and maintenance of standardized procedures. This role requires attention to detail and the ability to adapt to evolving business needs.
Job Requirements
- Currently pursuing a Bachelor's or Master's degree in Business, Computer Science, or a related field. Relevant academic background is essential for understanding technical and operational processes.
- Strong analytical and problem-solving skills to assess and resolve customer incidents efficiently. Ability to think critically and prioritize tasks based on customer impact.
- Excellent communication abilities, both written and verbal, to convey complex information clearly to stakeholders. Empathy and tact are crucial for maintaining positive customer relationships.
- Proficiency in using customer support tools and platforms to track, document, and resolve incidents. Familiarity with ticketing systems and data analysis software is preferred.
- Ability to work independently and collaboratively in a fast-paced environment. Flexibility to adapt to changing priorities and contribute to team goals.
- Basic understanding of software development lifecycle and customer experience principles. Interest in improving user satisfaction and operational efficiency is a plus.
- Strong organizational skills to manage multiple tasks simultaneously and meet deadlines. Attention to detail is required to ensure accuracy in incident documentation and resolution.
- Commitment to continuous learning and professional growth. Willingness to take on new responsibilities and contribute to the team's success.
