Concierge Specialist IV

About the role

This role involves managing a dedicated portfolio of Coinbase's most valuable customers. The specialist will be responsible for building and deepening these relationships, ensuring customer satisfaction, and guiding them through product adoption. A key aspect of the work includes proactively addressing customer needs and acting as a primary point of contact for complex inquiries.

A significant part of this position focuses on problem resolution. The specialist will handle escalated customer issues, collaborating with various internal teams to find solutions. This requires a strong ability to navigate intricate problems and provide clear, effective communication to customers, ensuring their concerns are addressed thoroughly and efficiently.

Beyond direct customer interaction, the Concierge Specialist IV contributes to broader operational improvements. This includes working with customer experience leadership to identify emerging trends and suggest enhancements to existing processes. The role also involves mentoring less experienced agents, sharing knowledge, and fostering a high-performing team environment.

The target annual base salary for this position ranges from $52,000 to $88,000.

Skills that matter here

• customer success: This role requires a background in customer success to manage and nurture relationships with high-value clients.
• account management: Experience in account management is essential for owning a portfolio of key customers and driving their engagement.
• CRM: Proficiency with CRM systems is necessary for tracking customer interactions and managing client data effectively.
• Salesforce: Familiarity with Salesforce will be used for managing customer accounts and support workflows.
• Zendesk: Experience with Zendesk will be applied to handle and resolve customer support tickets and escalations.
• generative AI: Knowledge of generative AI may be used to identify trends or improve customer interaction strategies.

Who this role suits

• A person with a proven track record in managing high-value client relationships, particularly within financial services or cryptocurrency.
• Someone who thrives in a problem-solving capacity, capable of navigating and resolving complex customer issues independently and collaboratively.
• An individual who is comfortable working in a remote setting but is also willing to participate in quarterly in-person working sessions.
• A professional who is proficient in both Mandarin and Cantonese, essential for communicating with a diverse client base.

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).