Overview

• Senior Director Wes Griffith detailed a four-pillar plan to prevent product issues, expand automation and self-service, ease access to human agents, and raise live-support quality.
• Company-reported metrics show customer satisfaction up about 20% in August with contact transfers reduced to roughly 10%.
• Coinbase ended its relationship with outsourcing vendor TaskUs and stood up a new U.S.-based support hub in response to the breach.
• Court filings describe TaskUs employee Ashita Mishra photographing customer records for sale, with accomplices accumulating data from over 10,000 users before arrests.
• Reporting cites estimated remediation costs of $180 million to $400 million, while Coinbase reiterates that passwords, private keys, and customer funds were not accessed.