Concierge, Customer Success Team

Details

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate who is passionate about our mission and believes in the power of crypto and blockchain technology to update the financial system. You should relish working with high-caliber colleagues, actively seek feedback, and run toward solving the company’s hardest problems. Coinbase is remote-first but not remote-only; in-person participation is required throughout the year for team and company offsites.

Responsibilities

• Serve as the primary touchpoint and relationship owner for selected high-value Consumer customers.
• Provide a best-in-class experience for customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle requests through to resolution, including collaborating across teams of subject matter specialists.
• Model an investigative mentality to help address critical customer issues at the root cause.
• Represent and advocate for the customer 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: understand their goals, help them set up, secure, fund and begin using their account.
• Proactively monitor customers’ accounts for potential issues, resolving them or helping customers resolve them.
• Introduce customers to newly released features or products they may be interested in.
• Educate customers about benefits (e.g., staking, Coinbase One) they aren’t currently taking advantage of.
• Proactively identify customer needs before they become issues to simplify the experience, reduce friction, and strengthen trust in Coinbase.
• Provide support across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customers' trading-related issues.

Requirements

• FINRA License Series 7 & 63 (required).
• Minimum of 2+ years of relevant experience in a financial services customer service or support role in a fast-paced environment.
• Advanced knowledge of the financial services industry and securities trading.
• Motivated by Coinbase’s mission, focused on creating a seamless experience for trading customers and driving product adoption.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast-paced organization.
• Fantastic communication and relationship management skills and a passion for assisting customers to use Coinbase products successfully.
• Willingness to work in-office full-time at the Charlotte location; shifts may include weekends and nights to support 24/7 coverage.

Nice to haves

• FINRA License Series 3, 4, 65, or 66.
• Knowledge of Cryptocurrency and Coinbase Products.
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.

Benefits & Pay

• Full-time offers include bonus eligibility, equity eligibility, and benefits (medical, dental, vision and 401(k)).
• Pay Range: $40.01—$40.01 USD (see Pay Transparency Notice in the original posting for details; actual pay may vary by work location).

Location & Workstyle

• This role requires full-time, in-office presence at our Charlotte location. In-person participation is required throughout the year for offsites. Shifts may include weekends and nights.

Additional Notes

• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations to applicants with disabilities. The posting includes notices about data privacy and AI pilot tools used for select roles; a human recruiter will review interview responses.