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VP Ops at Coinbase We are trying to scale our support team as quickly as possible. Wish I had a better answer for you. https://blog.coinbase.com/improving-cust

VP Ops at Coinbase We are trying to scale our support team as quickly as possible. Wish I had a better answer for you. https://blog.coinbase.com/improving-customer-support-139d99e72876 https://blog.coinbase.com/improving-customer-support-139d99e... If you still need help with your issue, send me an email (in my profile).

will_brown 9y ago
I saw your 3 month remote support contract position, I'm a lawyer in Miami working on my own tech projects, and would be interested in this type of temporary remote work with Coinbase while I hopefully get ramen profitable. if appropriate forward my LinkedIn to the right person: https://www.linkedin.com/in/willbrownesq/ https://www.linkedin.com/in/willbrownesq/
- reefoctopus 9y ago
  There is an application and short quiz here: https://www.coinbase.com/careers/6848?locale=en-US https://www.coinbase.com/careers/6848?locale=en-US
- simonebrunozzi 9y ago
  If you are a lawyer, you should line up tens of unhappy Coinbase customers and start a class action.
  - untog 9y ago
    That doesn't sound like something you do while you're concentrating on bootstrapping your own project.
    - lightedman 9y ago
      That's generally not an allowed behavior by lawyers in the first place. First they must be approached by someone else who has been wronged, or the lawyer themselves must approach another firm. Otherwise, he is still free to represent himself and only himself.
      - deleted 9y ago
        [deleted]
ilaksh 9y ago
VP eh. Awesome that I get a chance to write to an executive. Were you in the meeting where they decided they could roll out the Bitcoin Cash updates in 4 months? If so, did you actually think that customers would not sue within a month, or did you realize that and just were too scared to say anything to the boss? LOL. Soo many lawsuits coming. It will affect Ops. I would have helped my CEO and explained it had to get pushed out faster.
- sowbug 9y ago
  Posts like this one are amazing in their lack of awareness. Let us know when you find the contingency lawyer willing to represent the thin slice of people who (1) desire decentralized currency, but (2) choose a centralized exchange to store their currency, then (3) ignore that exchange's warning to withdraw if they cared about a specific, then-unknown outcome, and finally (4) appeal to the very same centralized authority in #1 to rescue them from the consequences of their own inexplicable laziness. Especially if BCH goes up in value by the time Coinbase adds support. Will you pay them a management/performance fee for the money they made you by protecting you from yourself? (Or are you just a rabble-rouser who never had any funds on Coinbase to begin with?)
  - ilaksh 9y ago
    The average fee for a large class action is about 10%. Coinbase could be holding on to more than a billion USD (right now BCH is around $375) worth of assets for 'safe keeping' until next year. Am I really so naive to think that there aren't lawyers out there that might want to try to get 100 million dollars? LOL. The situation changed. Many were convinced BCH would go no where. Now its worth quite a bit. Also, some may not have had time or got the message. 4 months is obviously an unacceptable delay. The truth hurts. My comment made me look like a rabble-rouser or something, and made me look bad -- maybe it will get me banned from Hacker News. But just maybe that executive will take the hint and help them to push the update out faster. In which case, Coinbase could save itself a lot of hassle in terms of lawsuits and angry customers, and customers (those who did not get the warning or did not have time or were convinced it was going nowhere) could avoid losing a ton of money. Go ahead, shoot the messenger. Sometimes the truth sounds dickish. In this case, they deserve to get comments like this and should pray that someone in their organization heeds them.
wastedbrains 9y ago
biggest thing you need to do to improve support is stop sending mailings from a no-reply email address. Replying should create a support ticket automatically if the email it came from is associated with an account. Further verification could be required depending on the request.
- tehwebguy 9y ago
  > stop sending mailings from a no-reply email address This should be a general rule for the whole internet.
  - twohlix_ 9y ago
    I think sending from a no-reply with a reply-to defined works though.
- 97s 9y ago
  Thank you for saying this. I feel like this is a major problem with a lot of services. If they care that little to send me an email from a no-reply then how do they expect to keep customers who want to reply to the same person. There is absolutely nothing more frustrating then having 5 different people work on a similar ticket and repeat yourself over and over.
tombot 9y ago
A lot of the issues I've encountered (which were simple card verification errors due to addresses change) could have been easily solved with better Error messages, FAQs and staff training. Instead tickets go into a black hole, you wait 6 hours and get a boilerplate response.
tmat 9y ago
your team is to dumb to be in charge of other peoples money.. Bought cannabis seeds(in a legal state) with coins I bought at coinbase(sent to another wallet, then purchased..) 3 years later I get an email saying my account has been closed due to purchases I've made... LOL coinbase can go to hell.
- pc86 9y ago
  > to dumb Okay
  - tmat 9y ago
    yes because the measure of someones intelligence is their grammar on the internet.

will_brown 9y ago

I saw your 3 month remote support contract position, I'm a lawyer in Miami working on my own tech projects, and would be interested in this type of temporary remote work with Coinbase while I hopefully get ramen profitable. if appropriate forward my LinkedIn to the right person: https://www.linkedin.com/in/willbrownesq/ https://www.linkedin.com/in/willbrownesq/

reefoctopus 9y ago
There is an application and short quiz here: https://www.coinbase.com/careers/6848?locale=en-US https://www.coinbase.com/careers/6848?locale=en-US
simonebrunozzi 9y ago
If you are a lawyer, you should line up tens of unhappy Coinbase customers and start a class action.
- untog 9y ago
  That doesn't sound like something you do while you're concentrating on bootstrapping your own project.
  - lightedman 9y ago
    That's generally not an allowed behavior by lawyers in the first place. First they must be approached by someone else who has been wronged, or the lawyer themselves must approach another firm. Otherwise, he is still free to represent himself and only himself.
    - deleted 9y ago
      [deleted]

ilaksh 9y ago

VP eh. Awesome that I get a chance to write to an executive. Were you in the meeting where they decided they could roll out the Bitcoin Cash updates in 4 months? If so, did you actually think that customers would not sue within a month, or did you realize that and just were too scared to say anything to the boss? LOL. Soo many lawsuits coming. It will affect Ops. I would have helped my CEO and explained it had to get pushed out faster.

sowbug 9y ago
Posts like this one are amazing in their lack of awareness. Let us know when you find the contingency lawyer willing to represent the thin slice of people who (1) desire decentralized currency, but (2) choose a centralized exchange to store their currency, then (3) ignore that exchange's warning to withdraw if they cared about a specific, then-unknown outcome, and finally (4) appeal to the very same centralized authority in #1 to rescue them from the consequences of their own inexplicable laziness. Especially if BCH goes up in value by the time Coinbase adds support. Will you pay them a management/performance fee for the money they made you by protecting you from yourself? (Or are you just a rabble-rouser who never had any funds on Coinbase to begin with?)
- ilaksh 9y ago
  The average fee for a large class action is about 10%. Coinbase could be holding on to more than a billion USD (right now BCH is around $375) worth of assets for 'safe keeping' until next year. Am I really so naive to think that there aren't lawyers out there that might want to try to get 100 million dollars? LOL. The situation changed. Many were convinced BCH would go no where. Now its worth quite a bit. Also, some may not have had time or got the message. 4 months is obviously an unacceptable delay. The truth hurts. My comment made me look like a rabble-rouser or something, and made me look bad -- maybe it will get me banned from Hacker News. But just maybe that executive will take the hint and help them to push the update out faster. In which case, Coinbase could save itself a lot of hassle in terms of lawsuits and angry customers, and customers (those who did not get the warning or did not have time or were convinced it was going nowhere) could avoid losing a ton of money. Go ahead, shoot the messenger. Sometimes the truth sounds dickish. In this case, they deserve to get comments like this and should pray that someone in their organization heeds them.

wastedbrains 9y ago

biggest thing you need to do to improve support is stop sending mailings from a no-reply email address. Replying should create a support ticket automatically if the email it came from is associated with an account. Further verification could be required depending on the request.

tehwebguy 9y ago
> stop sending mailings from a no-reply email address This should be a general rule for the whole internet.
- twohlix_ 9y ago
  I think sending from a no-reply with a reply-to defined works though.
97s 9y ago
Thank you for saying this. I feel like this is a major problem with a lot of services. If they care that little to send me an email from a no-reply then how do they expect to keep customers who want to reply to the same person. There is absolutely nothing more frustrating then having 5 different people work on a similar ticket and repeat yourself over and over.

tombot 9y ago

A lot of the issues I've encountered (which were simple card verification errors due to addresses change) could have been easily solved with better Error messages, FAQs and staff training. Instead tickets go into a black hole, you wait 6 hours and get a boilerplate response.

tmat 9y ago

your team is to dumb to be in charge of other peoples money.. Bought cannabis seeds(in a legal state) with coins I bought at coinbase(sent to another wallet, then purchased..) 3 years later I get an email saying my account has been closed due to purchases I've made... LOL coinbase can go to hell.

pc86 9y ago
> to dumb Okay
- tmat 9y ago
  yes because the measure of someones intelligence is their grammar on the internet.