CX Incident and Bug Analyst
@ Lensa

Hybrid
SGD 88,000
Hybrid
Full Time
Posted 4 hours ago

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XXXXXXXXXX XXXXXXXXXXX XXXXXXXX******* @coinbase.com
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Job Details

About Lensa and Coinbase

Lensa partners with direct clients like Coinbase to promote opportunities that align with our mission to increase economic freedom in the world. Although Lensa does not hire directly, it connects job seekers to roles where they can make a difference.

Position Overview

As a CX Incident and Bug Analyst, you will join a high-performing team dedicated to ensuring a seamless customer experience. You will manage day-to-day operations for incident response, triage customer reported bugs, and serve as an escalation point for critical issues across Coinbase products.

Key Responsibilities

  • Oversee operational aspects of the CX Incident Response team.
  • Triage and escalate customer reported bugs effectively.
  • Communicate tactfully with internal and external stakeholders.
  • Collaborate with Product Managers, Engineers, and Legal to gauge customer impact.
  • Relay customer feedback to drive process improvements.

Job Requirements

  • At least 2 years of experience in incident management or customer support.
  • Experience with CRM tools such as Salesforce.
  • Strong communication skills to interact with multiple stakeholders.
  • Ability to work defined shifts and handle high stress situations.
  • Proficient in English with a curious investigative mindset.

Nice To Haves

  • Experience in crypto exchanges or financial services.
  • Advanced project management, analytics or quality assurance skills.
  • Advanced degree in related fields such as business or finance.
  • Familiarity with Google apps, JIRA, Salesforce Service Cloud, ITIL V4, and SQL.

Additional Information

This role requires in-person participation, with multiple team and company-wide offsites held annually. Pay transparency is provided with a target annual salary of 88,000 SGD.

Key skills/competency

  • Incident Management
  • Customer Support
  • Bug Triage
  • CRM (Salesforce)
  • Communication
  • Stakeholder Engagement
  • Operational Processes
  • Analytics
  • Project Management
  • Blockchain
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How to Get Hired at Lensa

🎯 Tips for Getting Hired

  • Research Coinbase's culture: Study mission, values, and recent news.
  • Customize your resume: Highlight incident management experience.
  • Tailor your cover letter: Emphasize CRM and support skills.
  • Prepare for interviews: Review technical and behavioral questions.

📝 Interview Preparation Advice

Technical Preparation

Review CRM system (Salesforce) basics.
Study incident management protocols.
Practice bug triaging steps.
Familiarize with Google apps and JIRA.

Behavioral Questions

Describe handling high-stress issues.
Explain team collaboration under pressure.
Detail past incident resolution experience.
Demonstrate stakeholder communication examples.

Frequently Asked Questions