Concierge Specialist IV

Remote $97k–$97k 22 days ago full-time quality 8.3/10

customer successaccount managementclient advisoryCRMSalesforceZendeskGoogle Suite

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.
Serve as a top-tier escalation point for specialized issues, incidents, and recovery strategies.
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.

4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto.
Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth.
FINRA Series 7 & 63 licenses or CMS license 6A (or willingness to obtain within 12 months of hire).
Proven track record of resolving complex, cross-functional customer issues end to end, including coordinating across Product, Engineering, and Compliance teams.
Proficiency with CRM and support tooling (e.g., Salesforce, Zendesk) and Google Suite, with experience preparing client-facing materials and business reviews.
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Target annual base salary: $96,900 SGD.
Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.

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