Remote Concierge Specialist IV – Elite Crypto Advisor

Coinbase; Greater London; Hybrid; GBP 53,000 - 59,000; Full time

Job summary

Coinbase is seeking a Senior Concierge Specialist IV on the Customer Experience team to deepen relationships with our highest-value customers. You will own complex relationships end to end, mentor junior agents, and drive improvements in satisfaction, retention, and product adoption.

You will lead cross-functional collaboration with Product, Engineering, Compliance, and Operations to resolve escalations, onboard clients to new features like staking and Coinbase One, and help shape processes that

Qualifications

• 4+ years in customer success or high-touch client advisory roles.
• Fluent in Mandarin and English.
• Experience handling derivatives products or similar in financial services.
• CISI IOC certification or willingness to obtain.
• Able to support on-call coverage and weekend escalations.
• Responsible use of AI with human oversight.

Responsibilities

• Own a portfolio of Coinbase's highest-value customers as primary contact.
• Lead resolution of complex, escalated issues with cross-functional teams.
• Drive onboarding and product adoption for features like staking and Coinbase One.
• Partner with CX leadership to identify trends and surface customer feedback.
• Mentor and support junior Concierge agents to raise quality.

Skills

Mandarin

English

Customer success

Cross-functional collaboration

Education

CISI IOC

Job description

Coinbase is seeking a Senior Concierge Specialist IV on the Customer Experience team to deepen relationships with our highest-value customers. You will own complex relationships end to end, mentor junior agents, and drive improvements in satisfaction, retention, and product adoption.

You will lead cross-functional collaboration with Product, Engineering, Compliance, and Operations to resolve escalations, onboard clients to new features like staking and Coinbase One, and help shape processes that