The world’s most valuable bitcoin startup just grabbed an ex-Twitter exec to make cryptocurrency more user-friendly – Business Insider

Coinbase has a fresh hire. But it’s not this little dude. Glassdoor/Coinbase

  • Coinbase just hired former Twitter and Salesforce executive Tina Bhatnagar to improve the company’s customer support.
  • Bhatnagar has two major tasks: to dual the size of the company’s support team ter three months, and to expand its phone support into a 24/7 service by the 2nd quarter of .
  • It’s the latest step taken by the crypto unicorn to curtail widespread criticism about its capability to treat customer concerns while scaling.

The $1.6 billion cryptocurrency startup Coinbase has hired a fresh executive to manage customer support, the company announced Monday.

Tina Bhatnagar &mdash, who formerly worked te executive-level operations roles at both Twitter and Salesforce &mdash, will serve spil vice voorzitter of operations and technology at Coinbase. Bhatnagar left Twitter ter June after five years at the company.

Tina Bhatnagar will serve spil vice voorzitter of operations and technology at Coinbase. Tina Bhatnagar

Customer service has long bot a problem for Coinbase and its Ten million users. The cryptocurrency exchange is by far the most valuable startup ter the sector, and arguably the most popular. But its capability to manage customer complaints &mdash, ranging from frozen accounts to thousands of dollars ter missing funds&mdash, hasn’t kept up with user request.

Bhatnagar will to manage the customer side teams at Coinbase and at its professional-grade product GDAX. She’s tasked with doubling the size of Coinbase’s support team ter the next three months, and expanding its four-month-old phone support program into a 24/7 service by the 2nd quarter of , the company said.

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“When determining to join Coinbase, I wasgoed not vensterluik to the challenges ahead of mij. But when I met [CEO Brian Armstrong] and the team, I knew it would be a truly snaak effort to run our customer operations how wij envisioned it,” Bhatnagar said te a statement.

Coinbase has bot working on growing its support for months

Coinbase committed to growing its customer support team te August, when it raised a $100 million Series D at a $1.6 billion valuation.

Coinbase’s recently appointed voorzitter Asiff Hirji stands with co-founder and CEO Brian Armstrong. Hirji joined Coinbase ter December spil part of the company’s growth efforts. Coinbase

The company added customer service phone support te September, to address months of user complaints across Reddit and Twitter describing arduous and often unsuccessful attempts at reaching the company via e-mail.

Coinbase has also doubled down on efforts to expand its executive team beyond its founders, to include more industry veterans to help it scale. Longtime tech executive Asiff Hirji joined Coinbase ter December spil voorzitter and chief operating officer, substituting Coinbase co-founder Fred Ehrsam.

On January Ten, Coinbase promoted longtime employee Dan Romero to the freshly created role of normal manager, where he will also concentrate on customer service. Romero previously held the role that Bhatnagar is packing.

“My number one priority for Coinbase is providing our customers with a good practice,” Romero said te an announcement. “Wij have bot failing at this and it is totally unacceptable.”

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3 Responses

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