- Coinbase just hired former Twitter and Salesforce executive Tina Bhatnagar to improve the company’s customer support.
- Bhatnagar has two major tasks: to double the size of the company’s support team in three months, and to expand its phone support into a 24/7 service by the second quarter of 2018.
- It’s the latest step taken by the crypto unicorn to curtail widespread criticism about its ability to handle customer concerns while scaling.
The $1.6 billion cryptocurrency startup Coinbase has hired a new executive to manage customer support, the company announced Monday.
Tina Bhatnagar — who formerly worked in executive-level operations roles at both Twitter and Salesforce — will serve as vice president of operations and technology at Coinbase. Bhatnagar left Twitter in June after five years at the company.
Customer service has long been a problem for Coinbase and its 10 million users. The cryptocurrency exchange is by far the most valuable startup in the sector, and arguably the most popular. But its ability to manage customer complaints — ranging from frozen accounts to thousands of dollars in missing funds — hasn’t kept up with user demand.
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 in the next three months, and expanding its four-month-old phone support program into a 24/7 service by the second quarter of 2018, the company said.
“When deciding to join Coinbase, I was not blind to the challenges ahead of me. But when I met [CEO Brian Armstrong] and the team, I knew it would be a truly joint effort to run our customer operations how we envisioned it,” Bhatnagar said in a statement.