Concierge Specialist IV

About the role

In this role, you will manage relationships with high-value customers, ensuring their satisfaction and addressing complex issues. You will work closely with cross-functional teams to resolve escalations and improve processes based on customer feedback.

You will also play a key role in onboarding clients and educating them about new features, fostering product adoption. Mentoring junior agents is a crucial aspect of this position, contributing to the overall success of the customer experience team.

The salary range for this role is between $52,920 and $58,800, with potential additional compensation through equity and bonuses.

Who this role suits

• Has over four years of experience in customer success or account management.
• Fluent in both French and English, facilitating communication with diverse clients.
• Demonstrates a strong ability to build and maintain high-value client relationships.
• Possesses a proactive approach to problem-solving and is comfortable managing escalations.

From the employer

• Own and deepen relationships with a portfolio of Coinbase's highest-value customers.
• Lead resolution of complex, escalated customer issues by partnering cross-functionally.
• Drive customer onboarding and product adoption by educating clients on new features.
• Partner with CX leadership to identify trends and shape process improvements.
• Mentor and support junior Concierge agents.

• 4+ years of experience in customer success, account management, or high-touch client advisory roles.
• Professional fluency in both French and English.
• Demonstrated ability to manage high-value client relationships.
• Currently holds or has previously held a CISI Investment Operations Certificate (IOC).
• Able and willing to support on-call coverage and manage escalations outside normal working hours.

• Target annual base salary range: £52,920 — £58,800 GBP.
• Total compensation may include equity and bonus eligibility and benefits (medical, dental, vision).