• Job Description

  Req#: 3989
  Overview
  
  

  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

  
  Responsibilities
  
  

  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
  
  

  Qualifications

  • Minimum of 3 years of experience in a contact center environment providing chat and phone support.
  • Previous experience in Training, Quality Assurance (QA), or subject matter expert roles is preferred.
  • Basic understanding of cryptocurrency, blockchain, and Web3 concepts .
  • Excellent English communication skills , with the ability to confidently engage with high-profile and high-value customers.
  • Must be willing to work on a night shift , comfortable with a shifting schedule (including weekends and holidays), and open to working onsite as required.

  
  

  Qualifications

  • Minimum of 3 years of experience in a contact center environment providing chat and phone support.
  • Previous experience in Training, Quality Assurance (QA), or subject matter expert roles is preferred.
  • Basic understanding of cryptocurrency, blockchain, and Web3 concepts .
  • Excellent English communication skills , with the ability to confidently engage with high-profile and high-value customers.
  • Must be willing to work on a night shift , comfortable with a shifting schedule (including weekends and holidays), and open to working onsite as required.

  
  

  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.

• About the company

  Full Potential Solutions (FPS) is a new kind of performance-based outsourcing firm that puts culture and employees first, because we believe that happy, fulfilled teams accomplish great things.

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