Role at a glance
- Salary
- Not Disclosed
- Location
- Hybrid - London, UK Remote - Zone 1 (Job Requisitions Only)
- Work arrangement
- Hybrid
- Employment
- Full-time
- Experience
- 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech,...
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Role Summary
The Concierge Specialist IV is a senior subject matter expert and relationship owner on Coinbase’s Customer Experience team, serving the company’s highest-value customers across its products and services. The role manages complex customer relationships, supports product adoption, and helps improve customer satisfaction, retention, and trust.
What You'll Do
- Own and deepen relationships with a portfolio of Coinbase’s highest-value customers.
- Lead resolution of complex, escalated customer issues by partnering with Product, Engineering, Compliance, and Operations.
- Drive customer onboarding and product adoption by educating clients on new features and value-added services.
- Identify customer trends and feedback and shape process improvements with CX leadership.
- Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices.
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
4+ years in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto; familiarity with derivatives products; professional fluency in French and English; experience managing high-value client relationships and resolving complex cross-functional issues; CISI Investment Operations Certificate (IOC) or willingness to obtain; willingness to support on-call coverage and escalations outside normal working hours; responsible use of generative AI with human oversight.
Required
- 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech,...
- Familiarity with derivatives products
- Professional fluency in both French and English
- Ability to independently manage a portfolio of high-value client relationships
- Experience resolving complex cross-functional issues end to end
- Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain
- Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends
- Responsible use of generative AI with human oversight
Original job description
Content provided by the employer
Original job description
Content provided by the employer
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. 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. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
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. 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.
What you'll 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.
- 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.
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.
- 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, including resolving complex cross-functional issues end to end.
- Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain.
- Able and willing 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.
Job ID: P77142
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: 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.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: 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. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
About the company
Coinbase
Large Enterprise
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.