Coinbase Exchange Hires Twitter Exec To Lead Customer Service

Job Appointments | January 23, 2018 By:

Former Twitter executive Tina Bhatnagar will be joining cryptocurrency exchange Coinbase as VP of Operations and Technology.

Bhatnagar, who at Twitter was VP of operations and user services, will lead all operational teams related to Coinbase and GDAX customers. She will be tasked to ensure Coinbase meets its commitments to double the size of its support team over the next three months and expand 24/7 phone support to all customers by Q2 2018.

“The biggest challenge in Silicon Valley these days is recruiting great people,” said Coinbase co-founder and CEO Brian Armstrong. “But this is often the only way to solve big challenges in a rapidly growing company. We needed a veteran of challenging hyper-growth situations who could hit the deck running and that is what we found in Tina.”

At Twitter, Bhatnagar helped grow the customer support team from twenty people to thousands. In five and a half years, she grew her team to thousands of employees operating out of six locations handling millions of support tickets a month. Prior to Twitter, Bhatnagar spent eight years at IBM helping companies build and scale their operations.

“When deciding to join Coinbase, I was not blind to the challenges ahead of me,” said Bhatnagar. “But when I met Brian and the team, I knew it would be a truly joint effort to run our customer operations how we envisioned it. It’s an exciting time, with Coinbase and crypto in the public eye more than ever before. But that also means it’s an even more critical moment to stake our position. And this can only happen if we do right by our customers every single day.”

Coinbase has been struggling to keep up with the surge of interest in cryptocurrencies. Coinbase’s ability to manage customer complaints has been criticized in some quarters of its user base.

“Improving customer service continues to be our #1 priority at Coinbase,” said Armstrong. “I’ve been providing regular updates over the past couple of quarters on our progress. But I realize that updates are no solace when you can’t get prompt response from customer support. Actions speak louder than words. Tina’s experience and focus will produce the action that we aspire to. Still, we have no illusions about the task that lies ahead.”