Concierge Specialist IV

Coinbase
London
Workplace: HybridFull timeGBP 52,920 - 58,800 annuallyFunction: Hospitality & Food ServiceExperience: 4+ yearsSkills: ["Mentoring","Customer relationship management","Cross-functional collaboration","Problem solving","Responsible use of generative AI"]

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.

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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: 2 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

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
WebsiteLinkedIn