Concierge, Customer Success Team

Details

At Coinbase, our mission is to increase economic freedom in the world. This role is for a Concierge on the Customer Success Team who will serve as a primary subject matter expert for Coinbase products, providing world-class service and support to high-value customers. The role is full-time and requires in-office presence at the Charlotte location; shifts may include nights and weekends to support the 24/7 nature of cryptocurrency.

Responsibilities

• Serve as the primary touchpoint and relationship owner for selected high-value Consumer customers.
• Provide a best-in-class experience via stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle requests through to resolution, collaborating across teams of subject matter specialists.
• Model an investigative mentality to address critical customer issues at the root cause.
• Represent and advocate for customers across organizations to drive impactful changes.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Onboard customers to Coinbase: help them set up, secure, fund, and begin using their account according to their goals.
• Proactively monitor customers’ accounts for potential issues and either resolve them or guide customers to resolution.
• Introduce customers to newly released features or products and educate them about benefits (e.g., staking, Coinbase One).
• Proactively identify customer needs to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Provide multi-channel support (phone, messaging, email) by investigating, troubleshooting, and resolving trading-related issues.

Requirements

• FINRA License: Series 7 and Series 63 (required).
• Minimum of 2+ years of relevant experience in financial services customer service or support in a fast-paced environment.
• Advanced knowledge of the financial services industry and securities trading.
• Motivated by Coinbase’s mission and focused on creating seamless experiences for trading customers and driving product adoption.
• Flexible and adaptable to meet the evolving needs of a high-growth, fast-paced organization.
• Excellent communication and relationship management skills, with a passion for assisting customers to use Coinbase products successfully.

Nice to haves

• FINRA License: Series 3, 4, 65, or 66.
• Knowledge of cryptocurrency and Coinbase products.
• Familiarity with Google apps (Google Workspace), JIRA, Salesforce Service Cloud, or Amazon Connect.

Compensation & Benefits

• Pay Range displayed: $40.01 — $40.01 USD.
• Full-time offers include bonus eligibility, equity eligibility, and benefits (medical, dental, vision, 401(k)).

Additional information

• This role requires full-time, in-office presence at Coinbase’s Charlotte location.
• Shifts may include weekend and night to support 24/7 operations.
• Job ID: G2854
• Coinbase is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities. An AI pilot for initial screening interviews may be used for select roles; a human recruiter will review recorded responses.