Concierge Specialist IV-1

📋 Description

• Own relationships with Coinbase's highest-value customers across products.
• Lead resolution of complex escalated issues with cross-functional teams.
• Drive onboarding and product adoption; educate on staking, Coinbase One.
• Partner with CX leadership to surface trends and shape process improvements.
• Mentor junior Concierge agents on relationship management.

🎯 Requirements

• 4+ years in customer success, account management, or high-touch roles in fintech/crypto.
• Proven ability to manage a portfolio of high-value relationships with measurable outcomes.
• Proficient in Salesforce and Zendesk, plus Google Suite.
• Able and available for on-call coverage and weekend escalations.
• Uses generative AI responsibly with human oversight to improve workflow and quality.

🎁 Benefits

• Equal Opportunity Employer; Coinbase provides equal opportunity in employment regardless of race, religion, sex, or other protected characteristics.
• Benefits include medical, dental, vision, and 401(k).
• Quarterly in-person working sessions ('surges') in this remote-first environment.
• Accommodations available; email accommodations@coinbase.com for accessibility support.