Analyst, Content Moderation

  • Coinbase, Inc
  • Dublin, Ireland
  • Feb 24, 2022
Full time Finance Marketing

Job Description

We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 73 million accounts in more than 100 countries. 

Our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web 3.0 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

  • You’ve got positive energy. You’re optimistic about the future and determined to get there. 
  • You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
  • You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
  • You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
  • You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
  • You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

At Coinbase we are eagerly investing in platforms that allow customers, developers and asset issuers to interact with another in a variety of ways. Through these platforms we aspire to build a safe, open, and engaging place for the crypto community to come together. As a Support Analyst, you’ll join a high functioning team of passionate support professionals who know their performance is critical to Coinbase achieving its mission. At Coinbase we have a high hiring bar and we’re determined to create a productive, progressive, inclusive place to work. If you’re looking to work for a mission driven, employee first organization, please apply today.

What you’ll be doing (ie. job duties):

  • Responsible for providing support for Coinbase customers by investigating, troubleshooting and resolving cases across multiple channels (voice, email, social and/or chat).
  • Handle, prioritize and respond to Tier 2 and/or 3 issues, inquiries and escalations.
  • Communicate with internal and external partners in an effective, tactical, and empathetic manner.
  • Participate in an on-call rotation to handle hi-priority queues and provide daily handovers to global operational teams.
  • Document updates and changes to new and existing processes, training decks and flowcharts.
  • Collaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities.
  • Train and mentor support analysts and vendor agent teams in onshore and offshore locations.
  • Apply an in-depth understanding of metrics in order to analyze and report on trends, issues, and bugs.
  • Provide insights, suggestions and feedback to managers and leads.
  • Occasionally travel to onshore and offshore locations to train new analysts and vendor agents.

What we look for in you (ie. job requirements):

  • 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.
  • 1+ years experience working in Community/Content Moderation
  • Experience working with Trust and Safety Policy creation and/or crafting operational processes as it relates to content moderation.
  • Familiarity with blockchain, decentralized applications (dApp), and NFTs
  • Phenomenal decision-making skills and eye for detail
  • Ability to review sensitive and potentially disturbing content including but not limited to vulgar language, hate speech, violent threats, pornography and other graphic images
  • Ability to leveraging data to guide decision making and influence stakeholders
  • Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
  • Must be able to read, write and speak in English.
  • Travel requirements up to 15% to Coinbase offices and vendor locations based on business need.

Nice to haves:

  • Experience with BPO vendor management.
  • Expert knowledge of NFT market
  • Advanced experience in project management, analytics and/or quality assurance.
  • Advanced degree in business, finance, customer experience and/or blockchain.
  • Advanced understanding, JIRA, Salesforce Service Cloud.

ID: G2091

Please note that for employees based in the US, Philippines, Canada or Singapore, if your role requires you to be present in a Coinbase office or if you choose to be physically present in a Coinbase office or sponsored location, participate in any in-person gathering (including offsites) or engage in business travel sponsored by Coinbase, you will be required to be fully vaccinated (as defined by applicable law).  If you receive an offer, you will receive additional information about the grounds and process for an exemption.

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.  For US applicants, you may view Pay Transparency, Employee Rights and Equal Employment Opportunity is the Law notices by clicking on their corresponding links.  Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.    

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations[at]coinbase.com and let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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