Concierge Specialist IV

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.
• Serve as a top-tier escalation point for specialized issues, incidents, and recovery strategies
• 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.
• Familiarity with derivatives and prior experience working in financial services supporting derivative products.
• Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth.
• Currently holds or has previously held a CMS 6A license, with willingness to obtain it again in the future if needed.
• Proven track record of resolving complex, cross-functional customer issues end to end, including coordinating across Product, Engineering, and Compliance teams.
• Proficiency with CRM and support tooling (e.g., Salesforce, Zendesk) and Google Suite, with experience preparing client-facing materials and business reviews.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
• Professional fluency in both Mandarin and Cantonese, with the ability to communicate confidently in a business and customer-facing capacity.
• Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends.