Concierge Specialist IV

About the role

As a Concierge Specialist IV at Coinbase, you will be responsible for nurturing relationships with the company's most important customers, acting as their main contact and trusted advisor. You will lead the resolution of complex customer issues, collaborating with various teams to ensure high satisfaction and retention rates.

The role involves mentoring junior agents, enhancing their skills in relationship management and issue resolution. You will also work closely with leadership to identify trends and implement process improvements that enhance the overall customer experience, contributing to Coinbase's mission of increasing economic freedom.

The target annual base salary for this role is $96,900 USD.

Skills that matter here

• customer success: This role requires a strong focus on maintaining and enhancing customer satisfaction for high-value clients.
• account management: You will manage a portfolio of clients, ensuring their needs are met and fostering long-term relationships.
• CRM: Proficiency in CRM tools like Salesforce is essential for tracking client interactions and managing relationships.
• Salesforce: You will use Salesforce to manage customer data and support interactions effectively.
• Zendesk: Experience with Zendesk is important for resolving customer issues and maintaining service quality.
• Google Suite: You will utilize Google Suite for preparing client-facing materials and conducting business reviews.

Who this role suits

• A professional with over four years of experience in customer success or account management within financial services or fintech.
• Someone who thrives in a fast-paced environment and is comfortable managing complex client relationships.
• An individual who is proactive in identifying customer needs and driving product adoption.
• A mentor who enjoys supporting others and raising the quality standards of the team.

From the employer

• 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.