Concierge Specialist IV

## About the Role As a Concierge Specialist IV, you will be a senior subject matter expert and relationship owner for Coinbase's highest-value customers. This role is part of the Customer Experience team, which delivers world-class, personalized service to ensure a seamless experience across all Coinbase products. You will own complex customer relationships end-to-end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption.

The Customer Experience team is the backbone of Coinbase's commitment to its customers. By providing exceptional service, the team ensures that customers have a positive experience with the company's products and services. As a Concierge Specialist IV, you will be a key player in this effort, working closely with cross-functional teams to resolve complex issues and drive business growth.

Coinbase is a remote-first company, but not remote-only. The company values in-person collaboration and expects team members to come together quarterly for intense working sessions called 'surges.' This unique approach to remote work allows for the best of both worlds: the flexibility to work from anywhere and the opportunity to build strong relationships with colleagues.

## 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 the resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes.
• 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.
• Collaborate with internal stakeholders to stay up-to-date on product developments, market trends, and regulatory changes that may impact customers.
• Develop and maintain a deep understanding of Coinbase's products and services, including technical aspects and market dynamics.
• Represent the Customer Experience team in cross-functional projects and initiatives, ensuring the voice of the customer is heard and integrated into business decisions.
• Analyze customer data and feedback to identify opportunities for growth and improvement, presenting findings and recommendations to stakeholders.

## 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.

• Professional fluency in both French and English, with the ability to communicate confidently in a business and customer-facing capacity.
• Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth.
• Experience resolving complex cross-functional issues end-to-end, with a strong understanding of root cause analysis and systemic problem-solving.
• Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain.
• Ability and willingness to support on-call coverage and manage escalations outside normal working hours, including weekends.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
• Strong understanding of derivatives products and their applications in financial services.

## Nice to Have - Experience working in a fast-paced, rapidly changing environment, with a proven ability to adapt to new situations and challenges.

• Familiarity with Coinbase's products and services, or similar platforms in the fintech or crypto space.
• Certification in project management, customer experience, or a related field.
• Proficiency in additional languages, particularly those relevant to the European market.

## Benefits and Perks - Competitive salary and bonus structure, with a focus on performance-based rewards.

• Equity participation, allowing you to share in the company's growth and success.
• Comprehensive health, dental, and vision insurance, ensuring you and your family are protected.
• Generous PTO policy, with flexible working hours to support work-life balance.
• Remote stipend, providing financial support for home office setup and maintenance.
• Opportunities for professional growth and development, including training, mentorship, and education assistance.
• Access to the latest tools and technologies, ensuring you have the resources needed to excel in your role.

- Tip: Showcase your ability to manage complex client relationships and drive product adoption by highlighting specific examples from your experience.

• To stand out, demonstrate a deep understanding of the fintech and crypto industries, including market trends, regulatory changes, and emerging technologies.
• Prepare to discuss your experience with cross-functional collaboration, including working with product, engineering, and compliance teams to resolve complex issues.
• When negotiating salary, consider the company's performance-based reward structure and the potential for equity participation.
• Be prepared to ask insightful questions during the interview process, such as the company's approach to customer experience, its vision for the future of finance, and the role's potential for growth and development.
• Red flag: Be cautious if the company seems overly focused on short-term gains or lacks a clear vision for long-term success.