Role in brief
Coinbase seeks a Concierge Specialist IV to manage high-value customer relationships in a remote setting. Candidates should have experience in customer success, especially in financial services or crypto, and be fluent in Mandarin and Cantonese.
✓ Direct apply: you message the hiring person by email. No ATS.
About the role
As a Concierge Specialist IV at Coinbase, you will be responsible for managing relationships with some of the company's most valuable customers. Your role will involve resolving complex issues, driving product adoption, and enhancing customer satisfaction. This position is crucial for maintaining high standards of service and ensuring customer needs are met effectively.
This is a middle-level position in a remote-first company that values in-person collaboration during quarterly sessions. You will work closely with cross-functional teams and provide mentorship to junior agents, contributing to the overall success of the customer experience team. Success in this role will be measured by your ability to deepen client relationships and streamline processes.
The target annual base salary for this role ranges from $52,000 to $88,000, with potential additional compensation through equity and bonuses.
Skills that matter here
- customer success: This role requires a strong foundation in customer success to effectively manage high-value client relationships.
- account management: Account management skills are essential for overseeing and nurturing a portfolio of significant customers.
- CRM: Proficiency in CRM tools is necessary for tracking customer interactions and managing relationships.
- Salesforce: Experience with Salesforce will aid in efficiently handling customer data and interactions.
- Zendesk: Using Zendesk will help in addressing customer inquiries and support requests.
- generative AI: Knowledge of generative AI can enhance customer engagement strategies and solutions.
Who this role suits
- A professional with a strong background in customer success and account management.
- Someone who thrives in a collaborative environment and enjoys mentoring others.
- Fluency in Mandarin and Cantonese is essential for effective communication with clients.
- A proactive problem solver who can navigate complex customer issues.
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).
Questions about this role
What is the remote policy?
Coinbase is a remote-first company, but employees are expected to gather quarterly for in-person working sessions.
What level of experience is required?
Candidates should have at least 4 years of experience in customer success or account management.
How can I apply for this position?
Interested candidates can apply through the Coinbase careers website.
✓ Direct apply: you message the hiring person by email. No ATS.