Concierge, Customer Success Team (Orlando, FL)

Details

Join Coinbase and help increase economic freedom by supporting our most valued customers. As a Concierge on the Customer Success team, you will be a subject matter expert for Coinbase’s products and provide world-class service and support to high-value consumer customers. This role requires strong stakeholder management, investigative troubleshooting, and the ability to represent customer needs across the company to drive impactful changes. In-person participation is required throughout the year and this opening is targeted to candidates based in Orlando, FL.

Responsibilities

• Serve as the primary touchpoint and relationship owner for selected high-value consumer customers.
• Provide a best-in-class experience through stakeholder management, task management, prioritization, and efficient execution.
• Handle requests through to resolution, collaborating across teams of subject matter specialists as needed.
• Model an investigative mentality to address customer issues at the root cause and proactively identify potential issues.
• Represent and advocate for customers across internal teams to drive product and process changes.
• Champion clear communication with internal and external partners to align on solutions and outcomes.
• Onboard customers to Coinbase: help them set up, secure, fund, and begin using their accounts.
• Proactively monitor customer accounts and either resolve issues or guide customers to resolution.
• Introduce customers to newly released features or products and educate them on benefits (e.g., staking, Coinbase One).
• Provide support across multiple channels (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 and driving product adoption.
• Flexible and adaptable to meet the evolving needs of a high-growth organization.
• Excellent communication and relationship management skills; passion for assisting customers in using Coinbase products successfully.

Nice to haves

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

Pay & Other Details

• Pay Range: $40.01 — $40.01 USD (posted as pay range). Full-time offers include bonus eligibility, equity eligibility, and benefits (medical, dental, vision, 401(k)).
• Note: We are only targeting candidates based in Orlando, FL at this time.
• Job ID: G2854

Benefits

• Medical, dental, and vision plans with generous employee contributions
• Health Savings Account with company contributions
• Disability and life insurance
• 401(k) with company match
• Wellness stipend, mobile/internet reimbursement, connections stipend
• Volunteer time off, fertility counseling and benefits
• Generous time off/leave policy
• Option to get paid in digital currency

Company & Culture

• Coinbase’s culture is intense and requires in-person participation for team and company-wide offsites held multiple times annually.
• Coinbase is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities. For US applicants, certain notices and arbitration information apply. Coinbase is piloting some AI tools in the hiring process for select roles; humans will review interview responses.