Concierge Specialist IV

Coinbase
Singapore
Workplace: HybridFull timeSGD 96,900+ annuallyFunction: Hospitality & Food ServiceExperience: 4+ yearsSkills: ["Customer relationship management","Cross-functional collaboration","Problem-solving","Mentoring","Attention to quality"]

Serve as a senior relationship owner for Coinbase’s highest-value customers on the Customer Experience team. Own end-to-end resolution of complex escalations by partnering with Product, Engineering, Compliance, and Operations to drive root-cause fixes. Lead onboarding and adoption through proactive education on new features and value-added services. Surface customer trends for process improvements and mentor junior Concierge agents to raise service quality.

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FursaFursa
Coinbase
Coinbase
2 months ago

Concierge Specialist IV

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Serve as a senior relationship owner for Coinbase’s highest-value customers on the Customer Experience team. Own end-to-end resolution of complex escalations by partnering with Product, Engineering, Compliance, and Operations to drive root-cause fixes. Lead onboarding and adoption through proactive education on new features and value-added services. Surface customer trends for process improvements and mentor junior Concierge agents to raise service quality.
Location: Singapore
Workplace: Hybrid
Employment Type: Full time
Job Function: Hospitality & Food Service
Seniority: Mid level

Key Responsibilities

  • •Own and deepen relationships with a portfolio of Coinbase’s highest-value customers as their primary point of contact and trusted advisor.
  • •Lead resolution of complex, escalated customer issues by partnering cross-functionally to identify root causes and drive systemic fixes.
  • •Drive customer onboarding and product adoption by educating clients on new features, staking, Coinbase One, and other value-added services.
  • •Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust.
  • •Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices.

Pay and Benefits

Salary: SGD 96,900 annually
Perks:MedicalDentalVision

Key Requirements

  • •4+ years of experience in customer success, account management, or high-touch client advisory roles in financial services, fintech, or crypto, including familiarity with derivatives products.
  • •Fluency in both Mandarin and Cantonese for business and customer-facing communication.
  • •Independently manage a portfolio of high-value client relationships with measurable outcomes in retention, satisfaction, or revenue growth, including end-to-end resolution of complex cross-functional issues.
  • •Currently holds or previously held a CMS 6A license, and be proficient with CRM and support tooling (e.g., Salesforce, Zendesk) and Google Suite.
  • •Able and willing to support on-call coverage and manage escalations outside normal hours, including weekends.
Experience:4+ yearsFinancial servicesFintechCrypto
Skills:Customer relationship managementCross-functional collaborationProblem-solvingMentoringAttention to quality
Licenses:CMS 6A
Languages:MandarinCantonese
Tech Stack:SalesforceZendeskGoogle Suite

Company Brief

Coinbase
Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn