Concierge Specialist IV

Coinbase Bridge; Greater London; Hybride; GBP 53 000 - 59 000; Plein temps

Résumé du poste

Coinbase is seeking a Concierge Specialist IV on the Customer Experience team to steward our highest-value clients, guide complex issues end to end, and mentor junior agents. You will own relationships across products, ensure a seamless experience, and drive satisfaction and product adoption.

This role requires 4+ years in customer success or account management in fintech/crypto, bilingual FR/EN, and willingness to work on-call.

Qualifications

• 4+ years in customer success within fintech/crypto or financial services.
• Fluency in French and English for business and client-facing communication.
• Proven ability to independently manage a portfolio of high-value client relationships with measurable outcomes.
• CISI Investment Operations Certificate (IOC) held or willingness to obtain.
• Willing to support on-call coverage and weekend escalations.
• Uses generative AI responsibly with human oversight to improve workflows.

Responsabilités

• Own and deepen relationships with a portfolio of Coinbase's highest-value customers, as their primary contact and trusted advisor across products.
• Lead resolution of complex, escalated issues by partnering cross-functionally to identify root causes and drive fixes.
• Drive onboarding and product adoption by educating clients on features, Coinbase One, and other services.
• Partner with CX leadership to surface trends and feedback to reduce friction and strengthen trust.
• Mentor and develop junior Concierge agents on relationship management and resolution best practices.

Connaissances

Bilingual FR/EN

Customer success

Account management

Portfolio management

On-call support

AI with human oversight

Formation

CISI IOC

Description du poste

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 French 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.

Job ID: P77142

Pay Transparency Notice:

The target annual base salary for this position can range as detailed below. Total compensation may also 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

• Equal Opportunity Employer: 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.
• US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree Arbitration of Disputes.