Serve as a senior subject matter expert for Coinbase's highest-value customers, driving satisfaction and product adoption.
AI in the day-to-day
Coinbase is piloting an AI tool for initial screening interviews and an AI interview intelligence platform for summarizing notes.
Requirements
- Experience
- 4+ years
- Education
- No formal education required
Benefits
Joblaze summary
In the role of Concierge Specialist IV at Coinbase, the individual is responsible for managing relationships with high-value clients, ensuring they receive exceptional service and support across all products. This position requires expertise in customer success and account management, particularly within the financial services or fintech sectors, along with fluency in Mandarin and English. Ideal candidates will have a proven track record of enhancing client satisfaction and retention while mentoring junior team members. Coinbase emphasizes a collaborative environment, where team members engage in quarterly in-person sessions to drive performance.
Joblaze insights
- Listed today on Joblaze — tracked directly from Coinbase's career page.
- Coinbase has 139 other open roles including Concierge Specialist IV, Risk & Monitoring Analyst IV, Internal Audit Analyst.
- Salary band is below the typical range for comparable tech roles (median ~$113,050).
Quick facts
- Is the Concierge Specialist IV role remote?
- It's hybrid — Coinbase expects some on-site time in Remote - UK.
- What's the salary range?
- Coinbase lists £52,920–£58,800 for this role.
- How much experience is required?
- At least 4 years of relevant experience for this Concierge Specialist IV role.
- Where is the role based?
- Coinbase is hiring for this position in Remote - UK.
- What seniority level is this role?
- Coinbase targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Concierge Specialist IV role at Coinbase.
From the original posting
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 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 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: P77140
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.
- AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to 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, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.