Concierge Specialist IV

Visa Hunt; Greater London; On-site; GBP 52,920 - 58,800; Full time

Job summary

Coinbase is seeking a Concierge Specialist IV to serve as a senior expert for our highest-value customers. You will own end-to-end relationships across products, guiding onboarding, adoption, and issue resolution.

You will collaborate with Product, Engineering, Compliance, and Operations to drive fixes, while mentoring junior agents and helping leadership identify trends to improve satisfaction and retention.

Qualifications

• 4+ years in customer success or high-touch client advisory roles in financial services, fintech, or crypto.
• Fluent in Mandarin and English for business discussions.
• Proven ability to manage a portfolio of high-value client relationships end-to-end.
• CISI IOC holder or willingness to obtain.
• Willing to support on-call coverage and weekend escalations.
• Responsible use of generative AI with human oversight.

Responsibilities

• Own and deepen relationships with Coinbase's highest-value customers.
• Lead resolution of complex, escalated issues with cross-functional teams.
• Drive onboarding and product adoption with education on new features.
• Identify trends and surface feedback to shape process improvements.
• Mentor junior Concierge agents on relationship management.

Skills

Customer success

Account management

High-touch advisory

Derivatives products

Mandarin & English

Education

CISI IOC certificate

Job description

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

As a Concierge Specialist IV on the Customer Experience team, you'll serve as a senior subject matter expert and relationship owner for Coinbase's highest-value customers. This team delivers world-class, personalized service to our most valued clients, ensuring they have a seamless experience across all Coinbase products. You'll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption.

What you'll do:

• Own and deepen relationships with a portfolio of Coinbase's highest-value customers, serving as their primary point of contact and trusted advisor across all 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 proactively educating clients on new features, staking, Coinbase One, and other value-added services tailored to their needs.
• Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust in Coinbase.
• Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team.

Required Skills and Experience:

• 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto, including familiarity with derivatives products.
• Professional fluency in both Mandarin and English, with the ability to communicate confidently in a business and customer-facing capacity.
• Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth, including resolving complex cross-functional issues end to end.
• Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain.
• Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Pay Transparency Notice:

The target annual base salary for this position can range as detailed below. Total compensation mayalso include equity and bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding equity and bonus):

£52,920 — £58,800 GBP

Job ID: P77140

Coinbase is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.

Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.