Senior Concierge Specialist

Job Summary

As a full-time Senior Concierge Specialist, the successful candidate will serve as a senior subject matter expert and relationship owner for Coinbase's highest-value customers, managing complex customer relationships, mentoring junior agents, and driving improvements in satisfaction and product adoption in a remote-first environment.

Key responsibilities

• Own and deepen relationships with a portfolio of high-value customers, acting as their primary point of contact and trusted advisor
• Lead resolution of complex customer issues by collaborating with cross-functional teams to identify root causes and implement systemic fixes
• Drive customer onboarding and product adoption by educating clients on new features and value-added services tailored to their needs

Required qualifications

• 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto
• Proven ability to manage a portfolio of high-value client relationships with measurable outcomes in retention and satisfaction
• Proficiency with CRM and support tools such as Salesforce and Zendesk, along with Google Suite
• Able to provide on-call coverage and manage escalations outside of normal working hours, including weekends
• Experience utilizing generative AI responsibly to enhance workflow efficiency and quality