Customer Support Analyst

About Us

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver 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.

Our Core Values:

• Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect
• Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement
• Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate
• Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission: To create conditions within which people can 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 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