Coinbase

3 weeks ago

Concierge Specialist IV

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Serve as a senior relationship owner for Coinbase’s highest-value customers within the Customer Experience team. Own complex customer relationships end to end, lead resolution of escalated issues with cross-functional partners, and drive onboarding and product adoption through tailored education. Identify trends and surface feedback to improve processes and reduce friction. Mentor junior concierge agents and help raise the team’s service quality while supporting on-call escalations as needed.

Location: London

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 primary point of contact and trusted advisor across products and services.
•Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes.
•Drive customer onboarding and product adoption by educating clients on new features, staking, Coinbase One, and related value-added services.
•Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements to reduce friction and strengthen trust.
•Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices to raise team quality.

Pay and Benefits

Salary: GBP 52,920 - 58,800 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision

Key Requirements

•4+ years in customer success, account management, or high-touch client advisory within financial services, fintech, or crypto, including familiarity with derivatives products.
•Fluency in both Mandarin and English for business and customer-facing communication.
•Independently manage a portfolio of high-value client relationships with measurable outcomes in retention, satisfaction, or revenue growth.
•Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or is willing to obtain it.
•Able to support on-call coverage and manage escalations outside normal hours, including weekends.

Experience:4+ yearsFinancial servicesFintechCrypto

Skills:MentoringCustomer relationship managementCross-functional collaborationProblem solvingResponsible use of generative AI

Certifications:CISI Investment Operations Certificate (IOC)

Languages:MandarinEnglish

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

Website LinkedIn

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Coinbase

3 weeks ago

Concierge Specialist IV

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: London

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 primary point of contact and trusted advisor across products and services.
•Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes.
•Drive customer onboarding and product adoption by educating clients on new features, staking, Coinbase One, and related value-added services.
•Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements to reduce friction and strengthen trust.
•Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices to raise team quality.

Pay and Benefits

Salary: GBP 52,920 - 58,800 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision

Key Requirements

•4+ years in customer success, account management, or high-touch client advisory within financial services, fintech, or crypto, including familiarity with derivatives products.
•Fluency in both Mandarin and English for business and customer-facing communication.
•Independently manage a portfolio of high-value client relationships with measurable outcomes in retention, satisfaction, or revenue growth.
•Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or is willing to obtain it.
•Able to support on-call coverage and manage escalations outside normal hours, including weekends.

Experience:4+ yearsFinancial servicesFintechCrypto

Skills:MentoringCustomer relationship managementCross-functional collaborationProblem solvingResponsible use of generative AI

Certifications:CISI Investment Operations Certificate (IOC)

Languages:MandarinEnglish

Company Brief

Coinbase

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

Website LinkedIn