Concierge Specialist IV

About the Role

Join Coinbase as a Concierge Specialist IV within the Customer Experience team, where you will be a senior expert managing relationships with the company's top-tier customers. This position demands delivering exceptional, personalized service to high-value clients, ensuring a smooth experience across the full suite of Coinbase products. You will be responsible for owning complex, end-to-end relationships, mentoring junior team members, and driving measurable improvements in customer satisfaction, retention, and adoption.

Key Responsibilities

• Manage and strengthen relationships with a select portfolio of Coinbase’s most valuable clients, acting as their primary contact and trusted advisor for all offerings.
• Lead efforts to resolve complex and escalated customer problems by collaborating with cross-functional teams such as Product, Engineering, Compliance, and Operations to identify root causes and implement systemic solutions.
• Act as an advanced escalation point for specialized issues, incident responses, and recovery tactics.
• Promote customer onboarding and facilitate product adoption through proactive education on features like staking and Coinbase One, tailoring communication to client needs.
• Collaborate with Customer Experience leadership to pinpoint trends, gather customer feedback, and drive process enhancements that reduce friction and build trust.
• Support and mentor junior Concierge agents in relationship handling and issue resolution to elevate team performance quality.

Required Experience and Skills

• Minimum four years in customer success, account management, or high-level client advisory roles, ideally within financial services, fintech, or cryptocurrency sectors.
• Knowledge of derivatives markets and experience supporting derivative products in financial services.
• Proven ability to independently manage portfolios of high-value clients with measurable success in retention, satisfaction, or revenue growth.
• Current or past possession of a CMS 6A license, with the readiness to reacquire this certification if necessary.
• Experience handling complex, cross-departmental customer issues comprehensively including coordination with Product, Engineering, and Compliance.
• Proficient with CRM platforms and support tools such as Salesforce and Zendesk, alongside Google Workspace for client communication and business reviews.
• Demonstrated responsible use of generative AI tools to enhance workflow efficiency, cost, and quality while maintaining human oversight.
• Fluency in Mandarin and Cantonese, capable of confidently engaging in customer and business communication.
• Willingness and ability to provide on-call support and manage escalations beyond normal working hours, including weekends.

Additional Information

Coinbase operates as a remote-first company with quarterly intensive in-person team sessions known as “surges.” The annual base salary target for this role is SGD 96,900, exclusive of equity, bonuses, and benefits such as medical, dental, and vision coverage. Coinbase is dedicated to equal opportunity employment and provides accommodations for individuals with disabilities. Applicants may submit up to four applications within a 30-day period.

Legal and Privacy Notices

Coinbase complies with various legal requirements and regulations including GDPR, CCPA, and applicable US laws concerning applicant data and privacy. Certain roles may involve AI-assisted interview screenings, but final employment decisions are made by human recruiters. Reasonable accommodations are available upon request.