Concierge Specialist IV
Core
Senior subject matter expert and relationship owner for Coinbase's highest-value customers, delivering personalized service and driving product adoption.
Role type
Senior IC customer success specialist (high-touch financial services)
Builds
Personalized client experiences, product adoption, and systemic fixes for complex issues
Domain
Fintech / Cryptocurrency / Wealth Management
Deliverable
client delivery
Required skills
High-touch account management, complex issue resolution, cross-functional partnership, customer onboarding strategy, team mentorship, CRM proficiency, regulatory compliance knowledge
Preferred skills
Derivatives product familiarity, generative AI utilization
Technologies
Salesforce, Zendesk, Google Suite
Responsibilities
Own and deepen relationships with a portfolio of highest-value customers; Lead resolution of complex, escalated customer issues by partnering cross-functionally; Drive customer onboarding and product adoption; Partner with CX leadership to identify trends and shape process improvements; Mentor and support junior Concierge agents
Seniority
Senior, hands-on IC