Concierge Specialist IV

CoinbaseCoinbase·Remote(Remote - Singapore)
Other
Salesforce

WFA Digital Insight

The demand for exceptional customer experience professionals in the fintech space is on the rise, with a 25% increase in job postings over the past year. As a Concierge Specialist IV at Coinbase, you'll be at the forefront of delivering personalized service to high-value clients. With a strong foundation in Salesforce and a passion for driving customer satisfaction, you'll thrive in this remote role. Before applying, consider how your skills align with Coinbase's mission to increase economic freedom and what you can bring to the table in terms of innovation and customer-centricity.

Job Description

About the Role

As a Concierge Specialist IV at Coinbase, you will be part of the Customer Experience team, serving as a senior subject matter expert and relationship owner for the company's highest-value customers. Your day-to-day responsibilities will include managing complex customer relationships, resolving escalated issues, and driving measurable improvements in customer satisfaction and retention. You will also have the opportunity to mentor junior Concierge agents and contribute to the development of best practices for the team.

The Customer Experience team at Coinbase is dedicated to delivering world-class, personalized service to its most valued clients, ensuring a seamless experience across all Coinbase products. As a key member of this team, you will play a critical role in driving customer onboarding and product adoption, as well as identifying trends and surfacing customer feedback to inform process improvements.

What You Will Do

  • Own and deepen relationships with a portfolio of Coinbase's highest-value customers, serving as their primary point of contact and trusted advisor across all products and services
  • Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes
  • Serve as a top-tier escalation point for specialized issues, incidents, and recovery strategies
  • Drive customer onboarding and product adoption by proactively educating clients on new features, staking, Coinbase One, and other value-added services tailored to their needs
  • Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust in Coinbase
  • Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team
  • Develop and maintain a deep understanding of Coinbase products and services, including technical aspects and market trends
  • Collaborate with cross-functional teams to drive business outcomes and improve customer experience
  • Analyze customer data and feedback to identify opportunities for improvement and optimize customer interactions

What We Are Looking For

  • 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto
  • Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth
  • FINRA Series 7 & 63 licenses or CMS license 6A (or willingness to obtain within 12 months of hire)
  • Proven track record of resolving complex, cross-functional customer issues end to end, including coordinating across Product, Engineering, and Compliance teams
  • Proficiency with CRM and support tooling (e.g., Salesforce, Zendesk) and Google Suite, with experience preparing client-facing materials and business reviews
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
  • Strong communication and interpersonal skills, with the ability to build trust and rapport with high-value customers
  • Ability to work in a fast-paced environment and adapt to changing priorities and deadlines

Nice to Have

  • Experience working with cryptocurrency or blockchain technology
  • Knowledge of regulatory requirements and compliance frameworks relevant to the financial services industry
  • Familiarity with data analysis and visualization tools, such as Tableau or Power BI
  • Certification in customer experience or a related field, such as CCXP or CCM

Benefits and Perks

  • Competitive salary and bonus structure
  • Equity participation in Coinbase
  • Comprehensive health, dental, and vision insurance
  • Generous PTO and holiday schedule
  • Remote work stipend and equipment allowance
  • Opportunities for professional development and growth within the company
  • Access to a global network of talented professionals and industry experts

How to Stand Out

  • Develop a strong understanding of Salesforce and its applications in customer success roles to stand out as a candidate.
  • Highlight your experience working with high-value customers and driving measurable improvements in customer satisfaction and retention.
  • Be prepared to discuss your approach to resolving complex, cross-functional customer issues and how you maintain a customer-centric mindset.
  • Showcase your ability to work independently and as part of a team, with a focus on collaboration and communication.
  • Consider obtaining relevant certifications, such as FINRA Series 7 & 63 licenses, to demonstrate your commitment to the role and industry.
  • Prepare examples of how you have utilized generative AI responsibly and maintained human oversight in your previous roles.

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