Senior High-Touch Concierge Specialist, Remote-First

Visa Hunt; Greater London; Hybrid; 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

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.