Concierge Specialist IV-1

Coinbase Careers Page • $96K — $113K *

US-AnywhereRemote in United States

Finance & Insurance

Less than 5 years of experience

3 days ago

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Job Overview by Ladders

Qualifications

4+ years in customer success, account management, or client advisory roles within financial services, fintech, or crypto.
Proven track record managing high-value client relationships with outcomes in retention and satisfaction.
Experience resolving complex issues through cross-functional collaboration.
Proficient in CRM tools (Salesforce, Zendesk) and Google Suite.
Willingness to handle escalations and on-call coverage, including weekends.
Demonstrated use of generative AI for improving workflow efficiency.

Responsibilities

Build and maintain relationships with Coinbase's top customers as their trusted advisor.
Resolve complex customer issues by collaborating with Product, Engineering, and Compliance teams.
Lead customer onboarding and educate clients on features and services.
Identify trends in customer feedback to enhance processes and reduce friction.
Mentor junior Concierge agents on best practices and relationship management.

Benefits

Comprehensive medical, dental, and vision coverage.
401(k) retirement plan.
Opportunity for equity participation and performance bonuses.
Support for continuous learning and development.

Full Job Description

As a Concierge Specialist IV on the Customer Experience team, you'll serve as a senior subject matter expert and relationship owner for Coinbase's highest-value customers. This team delivers world-class, personalized service to our most valued clients, ensuring they have a seamless experience across all Coinbase products. You'll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption.

What you'll do

Own and deepen relationships with a portfolio of Coinbase's highest-value customers, serving as their primary point of contact and trusted advisor across all products and services.
Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes.
Drive customer onboarding and product adoption by proactively educating clients on new features, staking, Coinbase One, and other value-added services tailored to their needs.
Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust in Coinbase.
Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team.

Required Skills and Experience

4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto, including familiarity with derivatives products.
Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth, including resolving complex cross-functional issues end to end.
Proficient with CRM and support tooling such as Salesforce and Zendesk, plus Google Suite.
Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends.
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Job ID: P77403

Pay Transparency Notice:Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):

$96,305-$113,300 USD

Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.

About Coinbase Careers Page

Coinbase Careers Page

There has never been a better time to join the global team of Coinbase professionals, a leading force in the cryptocurrency industry and a hub for innovation and growth.

Work You’ll Do

Join Coinbase's market-leading team to assist some of the most innovative companies and individuals in mastering the digital currency landscape. Transform financial transactions and systems with the best minds at Coinbase, where leadership in technology and consulting converges to drive digital innovation. Lead from a unique position in the marketplace, at the intersection of technology, financial expertise, and digital innovation. Work with a global team of business and technology advisors to help clients and the company navigate through the evolving world of digital currencies. Collaborate with a dedicated group of professionals who are experts in blockchain technology and cryptocurrency – all committed to advancing the industry.

Introducing the Coinbase Professional Growth and Development Initiative

The initiative is building a market-leading team to help some of the most well-known companies and professionals master their financial digital transformation journey with Coinbase.

Do Innovative Work

Join a dedicated group of experts at the forefront of blockchain technology and digital currencies, where industry expertise meets digital innovation.

Drive Innovation

Deliver targeted solutions on the most trusted platforms through a depth and breadth of consulting experience and innovation that’s second to none.

Be Part of a Great Team

Work on a wide range of technology projects and harness the capabilities of a team known for its global scale and solution development.

Future-Proof Your Career

Advance your career with near-limitless opportunities in a company that offers unmatched training, development, and certification support.

Explore

Discover how Coinbase is leading the way in blockchain technology and cryptocurrency solutions, making financial systems more accessible and efficient.

The Coinbase Employment Experience

The combined service capabilities, global scale, and joint solution development help clients and employees overcome challenges and lead transformation in the financial industry. Clients and professionals around the globe look to Coinbase for new strategies and solutions to drive innovation and growth in the era of digital finance. Bringing together dedicated professionals, Coinbase empowers individuals to thrive in the era of digital disruption.

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