Customer Support Specialist 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 Analyst, you will be helping our clients 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 

Minimum of 2 years of experience in a contact center environment as a Customer Support Representative.

Minimum of 2 years of experience in stocks, trading, equities, or securities services, such as:

Investment Advisor

Securities Agent / Specialist

Securities Broker / Brokerage Support

Basic understanding of crypto, blockchain, and Web3 concepts, with interest in continuous learning.

Excellent English communication skills, both written and verbal, with the ability to engage confidently with high-profile clients.

Strong problem-solving skills and ability to handle high-pressure, time-sensitive situations.

High level of professionalism, accuracy, and attention to detail.

Ability to work with multiple systems and tools while maintaining efficiency.

Preferred Skills 

Experience supporting high-net-worth or VIP customers

Familiarity with trading platforms, crypto exchanges, or Web3 applications

Certifications in financial markets or securities (e.g., Series 7, Series 63, or local equivalents)

Experience in technical troubleshooting in fintech environments

Why Join FPS as a Customer Support Analyst?

Be part of a supportive, inclusive company culture that prioritizes your growth and well-being.

Access to robust training and career advancement opportunities within a rapidly growing organization.

Comprehensive compensation package and employee benefits.

Contribute to an organization committed to delivering excellence to clients and developing the full potential of every team member.

Equal Opportunity Employer Commitment

FPS values diversity and is an Equal Opportunity Employer. We do not discriminate based on gender, race, ethnicity, religion, age, disability, sexual orientation, gender identity, or any other protected status. All qualified applicants are encouraged to apply.

Grow your career and make an impact with FPS. Apply today to join our Customer Support Analyst team