Concierge Specialist III

Job Description:

As a Coinbase Concierge on the Customer Experience team, you'll serve as the primary relationship owner and subject matter expert for our highest-value customers, delivering world-class service that makes using Coinbase seamless and intuitive. This team is the frontline for building trust with the customers who matter most to our business. You'll own the full customer lifecycle, from onboarding and account setup through ongoing education and proactive issue resolution, directly shaping how our most valued customers experience every Coinbase product.

What you'll do

• Own and deepen relationships with a portfolio of high-value Consumer customers, serving as their primary point of contact and trusted advisor across all Coinbase products and services.
• Lead end-to-end onboarding for new customers, helping them understand how to set up, secure, fund, and begin using their accounts based on their individual goals.
• Monitor customer accounts proactively to identify potential issues before they escalate, resolving them directly or guiding the customer to a resolution.
• Drive adoption of Coinbase features and products, including staking, Coinbase One, and newly released capabilities tailored to each customer's needs.
• Partner across internal teams of subject matter specialists to resolve complex issues and serve as the escalation point for cases requiring deeper investigation beyond initial Premium Support.
• Represent the voice of the customer across the organization, surfacing trends, feedback, and root-cause insights that drive impactful product and process improvements.

Required Skills and Experience

• 2+ years in an enterprise customer management, account management, or client advisory role with demonstrated ownership of high-value customer relationships.
• Foundational knowledge of blockchain, cryptocurrency, staking, and custody concepts sufficient to educate customers and troubleshoot product-related questions.
• Proficiency with Google Suite (Slides, Docs, Sheets) and CRM or support tooling (e.g., Salesforce, Zendesk) for account management and reporting.
• Proven ability to manage competing priorities across multiple customer accounts while consistently delivering timely, high-quality resolutions.
• Track record of cross-functional collaboration with product, engineering, or operations teams to drive customer-impacting outcomes.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

PID - P77570