If you had an interaction with a client or colleague here at Coinbase, and you weren't able to answer their question or solve their problem on your own, how would you handle the situation?

Why the Interviewer Asks This Question
1st Answer Example
2nd Answer Example

In a front-facing role with Coinbase, you may be asked complex or esoteric questions that you either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the individual(s) your plan to answer their question. Make sure you deliver a timeline for when it can be answered. Humility and a solutions-oriented approach are key here; be clear that you will not attempt to answer a question that you are not qualified to answer, and ensure that you will do everything in your power to find an answer. Maintaining trust and confidence with clients, colleagues, and business partners is critical.

"If I didn't know an answer, I would reassure the individual that we have the right staff in place to help them quickly and efficiently. I would communicate the next step, whether that is putting them directly in contact with the right person or letting them know when they can expect to hear from me with follow-up information."

"In my current role in customer service with (XYZ) company, I am frequently asked questions that need to be approved by our sales, finance, and service staff. In these situations, I have sufficient knowledge to prepare the customer for speaking with the right person, while ensuring them that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."

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How to Answer: If you had an interaction with a client or colleague here at Coinbase, and you weren't able to answer their question or solve their problem on your own, how would you handle the situation?

Advice and answer examples written specifically for a Coinbase job interview.

29. If you had an interaction with a client or colleague here at Coinbase, and you weren't able to answer their question or solve their problem on your own, how would you handle the situation?

Why the Interviewer Asks This Question

In a front-facing role with Coinbase, you may be asked complex or esoteric questions that you either don't know or aren't qualified to answer. In those situations, you will be expected to explain to the individual(s) your plan to answer their question. Make sure you deliver a timeline for when it can be answered. Humility and a solutions-oriented approach are key here; be clear that you will not attempt to answer a question that you are not qualified to answer, and ensure that you will do everything in your power to find an answer. Maintaining trust and confidence with clients, colleagues, and business partners is critical.

Written by Rachel Hills on February 11th, 2022

1st Answer Example

"If I didn't know an answer, I would reassure the individual that we have the right staff in place to help them quickly and efficiently. I would communicate the next step, whether that is putting them directly in contact with the right person or letting them know when they can expect to hear from me with follow-up information."

Written by Rachel Hills on February 11th, 2022

2nd Answer Example

"In my current role in customer service with (XYZ) company, I am frequently asked questions that need to be approved by our sales, finance, and service staff. In these situations, I have sufficient knowledge to prepare the customer for speaking with the right person, while ensuring them that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."

Written by Rachel Hills on February 11th, 2022

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