Concierge Specialist IV

About the role

This role focuses on maintaining and deepening relationships with Coinbase's high-value customers. You will be responsible for their onboarding and ensuring they adopt the company's products. Success in this position means effectively managing a portfolio of key client relationships and contributing to their satisfaction.

A significant part of the work involves resolving complex and escalated customer issues. This requires collaboration with various internal teams to find solutions. You will also act as a senior point of contact for specialized problems, demonstrating expertise in problem resolution.

Beyond direct customer interaction, this position contributes to team development and process improvement. You will mentor less experienced Concierge agents and work with leadership to identify customer trends, using this insight to help refine existing processes and improve overall customer experience.

The target annual base salary for this position ranges from $52,000 to $88,000, with total compensation potentially including equity, bonus eligibility, and benefits.

Skills that matter here

• customer success: This role requires a background in customer success, focusing on high-value client relationships and satisfaction.
• account management: The position involves managing a portfolio of key customer accounts, similar to an account management function.
• CRM: Proficiency with CRM systems is necessary for tracking customer interactions and managing relationships.
• Salesforce: Experience with Salesforce is likely required for managing customer data and interactions within the CRM system.
• Zendesk: Familiarity with Zendesk suggests its use as a support tool for handling customer inquiries and issues.
• generative AI: Experience with generative AI is a listed skill, suggesting its potential use in enhancing customer interactions or support processes.

Who this role suits

• Someone with at least four years of experience in client-facing roles within financial services, especially with derivatives.
• An individual who can effectively manage a portfolio of high-value client relationships and resolve complex issues.
• A candidate who holds or has held a CMS 6A license and is professionally fluent in both Mandarin and Cantonese.
• A person who enjoys mentoring others and contributing to process improvements based on customer insights.

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.
• Serve as a top-tier escalation point for specialized issues.
• Drive customer onboarding and product adoption.
• 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.
• Familiarity with derivatives and prior experience in financial services.
• Proven ability to manage a portfolio of high-value client relationships.
• Currently holds or has previously held a CMS 6A license.
• Proven track record of resolving complex customer issues.
• Proficiency with CRM and support tooling.
• Professional fluency in both Mandarin and Cantonese.

• Target annual base salary: $52K-$88K.
• Total compensation may include equity and bonus eligibility and benefits (medical, dental, vision).