Concierge Specialist IV-1

Role Overview

As a Concierge Specialist IV on Coinbase’s Customer Experience (CX) team, you’ll act as a senior subject matter expert and relationship owner for Coinbase’s highest-value customers. You’ll ensure a seamless experience across Coinbase products, own complex customer relationships end to end, and mentor more junior concierge agents.

Responsibilities

• Own and deepen relationships with a portfolio of top-tier customers as the primary point of contact and trusted advisor across products.
• Lead resolution of complex escalated issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes.
• Drive onboarding and product adoption by proactively educating customers on features, staking, Coinbase One, and other value-added services.
• Partner with CX leadership to identify trends, surface customer feedback, and improve processes to reduce friction and strengthen trust.
• Mentor and support junior Concierge agents on relationship management and issue resolution to raise the team’s overall quality.
• Support on-call coverage and manage escalations outside normal hours (including weekends).
• Use generative AI responsibly with human oversight to improve workflow efficiency, cost, and quality.

Required Qualifications

• 4+ years in customer success, account management, or high-touch client advisory roles in financial services/fintech/crypto, with familiarity with derivatives products.
• Proven ability to manage a portfolio of high-value accounts independently, with measurable outcomes (retention, satisfaction, or revenue growth).
• Ability to resolve complex cross-functional issues end to end.
• Proficiency with CRM and support tooling, including Salesforce and Zendesk, plus Google Suite.
• Ability and willingness to handle on-call and out-of-hours escalations.

Nice-to-Haves

• Experience driving measurable improvements in satisfaction, retention, and product adoption through process improvements and customer feedback loops.