Customer Support Analyst 2

About Us

Full Potential Solutions (FPS) is a performance-based outsourcing firm headquartered in Boston, MA, with operations in Kansas City, MO; Manila and Davao, Philippines; Chennai and Pune, India; and Bogota, Colombia. We employ the best people, processes, and proprietary technology available to deliver multichannel solutions for our clients and provide fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams achieve great things! By putting people first, we drive breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company. We are committed to creating a culture where our people can succeed and reach their full potential.

Our Core Values

• Integrity - Do what’s right for everyone: clients, shareholders, partners, and colleagues. TEAM is more important than self to create an atmosphere of mutual respect.
• Excellence - Deliver exceptional client results, reward and recognize performance, and be in a relentless pursuit for improvement. Make your work and your goals personal.
• Accountability - Act like an owner. Take pride in your work.
• Grace - Respect and appreciate differences. Care for one another and embrace humility.
  
  

Our Mission: To create conditions wherein people thrive

We’re looking for experienced Customer Support Analysts who are passionate about delivering world-class service and have a solid understanding of the evolving crypto and Web3 landscape.

As a Customer Support Professional, you will be helping our client deliver timely, accurate, and empathetic support to our global customer base via chat and phone. You’ll be part of a high-performance team that prioritizes customer satisfaction, operational excellence, and innovation.

Responsibilities

• Provide prompt, accurate, and high-quality responses to customer inquiries via chat and phone.
• Handle escalated issues with professionalism, empathy, and strategic problem-solving.
• Act as a subject matter expert, delivering support and guidance with a deep understanding of Coinbase’s products and services.
• Collaborate with internal teams, including QA, Training, and Operations, to continuously enhance customer experience.
• Contribute to process improvements, documentation updates, and support workflows to enhance team scalability and efficiency.
• Support internal projects and initiatives that drive continuous improvement across customer experience.
  
  

Qualifications

• 1–2 years of call center experience in a sales-driven program, involving upselling and/or membership retention.
• 3–4 years of experience in a contact center environment as a customer support specialist in a financial or fintech environment (collections not counted).
• Intermediate understanding of crypto, blockchain, and Web3 concepts, with the ability to discuss them confidently.
• Excellent English communication skills, both written and verbal, capable of handling high-profile clients professionally.
• Strong ability to manage high-pressure situations, deliver clear explanations, and resolve customer issues efficiently.
• Proficient in navigating multiple systems, tools, and CRM platforms.
• Strong analytical, problem-solving, and decision-making skills.
  
  

Preferred Skills

• Experience supporting VIP or high-net-worth clients
• Prior support experience in fintech, crypto exchanges, or trading platforms
• Background in membership-based services or subscription renewal programs
• Understanding of financial regulations and compliance basics

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