Coinbase
Concierge Specialist IV
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Concierge Specialist IV
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.
About the Concierge Specialist IV Role
As a Concierge Specialist IV on the Customer Experience (CX) team, you'll serve as a senior subject matter expert (SME) 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 while mentoring junior agents and driving measurable improvements in satisfaction, retention, and product adoption.
What You’ll Do
- Own and deepen relationships with a portfolio of high-value customers, serving as their primary point of contact and trusted advisor across all Coinbase 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.
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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 Mandarin 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 CISI Investment Operations Certificate (IOC) or willingness to obtain.
- Willingness to support on-call coverage, managing escalations outside normal working hours, including weekends.
- Responsible use of generative AI, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Compensation & Benefits
Job ID: P77140
Annual base salary range (excluding equity and bonus): £52,920 GBP - £58,800 GBP Total compensation may include equity, bonus eligibility, and benefits, such as:
- Medical
- Dental
- Vision
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Application Limit: Applicants 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.
US Applicants: Consistent with applicable federal, state, and local laws, applicants with criminal histories will be considered.
- View Employee Rights and Know Your Rights.
- E-Verify Notice applies to US applicants.
Accommodations
If you are an individual with a disability who needs a reasonable accommodation, please email us your request and contact details to: accommodations[at]coinbase.com.
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Data Privacy & Arbitration
By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to arbitrate disputes.
AI Disclosure
Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews with qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, which allows interviewers to fully focus on you.
Coinbase will not use AI to make employment-related decisions.
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