Coinbase

Concierge Specialist IV-1

Remote - USA

Sponsorship not specified$96k-$113kDetected 6 days ago

LLMsSalesforceCRMAccount ManagementOnboardingCustomer SuccessZendeskLeadership

About the role

Ready to do the most impactful work of your career?
The bar is high, the environment is intense, and we like it that way.
This isn't a place for complacency, it's a place to be pushed past your perceived limits.

Responsibilities

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.
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.
Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth, including resolving complex cross-functional issues end to end.
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here.
This team delivers world-class, personalized service to our most valued clients, ensuring they have a seamless experience across all Coinbase products.
You'll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption.

Requirements

Required Skills and Experience
4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto, including familiarity with derivatives products.

Compensation

$96,305 - $113,300 USD
Notice: Base salary varies by location (see range below).
Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Annual base salary range (excluding equity and bonus):

Benefits

Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends.

Company info

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.
At Coinbase, we are uncompromising on our mission to increase economic freedom.
As a Concierge Specialist IV on the Customer Experience team, you'll serve as a senior subject matter expert and relationship owner for Coinbase's highest-value customers.

Equal opportunity

Coinbase is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.

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This listing is sourced directly from Coinbase's careers page and normalized into a canonical job model.