Concierge Specialist IV

About the role

This role focuses on serving Coinbase's most significant customers, building and maintaining strong relationships. Responsibilities include guiding clients through onboarding, educating them on new product features to encourage adoption, and acting as a primary point of contact for their needs. The specialist will work to ensure these high-value customers receive comprehensive support and understand how to best utilize Coinbase's offerings.

A key part of this position involves leading the resolution of intricate customer issues. This requires collaboration with various internal teams to address and solve escalated problems efficiently. The specialist will also contribute to improving customer experience by identifying recurring trends in customer interactions and working with leadership to refine existing processes and implement new solutions.

Beyond direct customer engagement, this role includes a mentorship component. The Concierge Specialist IV will guide and support less experienced agents within the team, helping them develop their skills in client management and issue resolution. Success in this position means consistently delivering world-class service to top-tier clients, contributing to process enhancements, and fostering the growth of colleagues.

The target annual base salary for this role ranges from £52,920 to £58,800 GBP.

Skills that matter here

• customer success: This role requires experience in customer success to manage relationships and ensure satisfaction for high-value clients.
• account management: Experience in account management is necessary for owning and deepening relationships with a dedicated portfolio of customers.
• high-touch client advisory: The position demands a background in high-touch client advisory to provide personalized service and guidance to top-tier customers.
• French: Professional fluency in French is required to effectively communicate with a diverse customer base.
• English: Professional fluency in English is required for all communication aspects of the role.
• CISI Investment Operations Certificate (IOC): Candidates must either currently hold or have previously held a CISI Investment Operations Certificate (IOC) as a prerequisite for this role.

Who this role suits

• Someone who excels at building and maintaining relationships with important clients.
• A person who can navigate and resolve complex problems by working with different internal groups.
• An individual who is comfortable mentoring others and contributing to team development.
• Someone who is prepared to handle on-call responsibilities and manage urgent issues outside of standard hours.

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).