Concierge Agent III

Omaze; Singapore; On-site; SGD 77,000 - 104,000; Full time

Job summary

A leading cryptocurrency platform in Singapore is seeking a Concierge to provide exceptional support to high-value customers. The ideal candidate will have 2+ years in account management, basic blockchain knowledge, and excellent communication skills. This role requires a proactive approach to customer account management and the ability to navigate a fast-paced environment. Competitive salary and benefits included.

Qualifications

• Minimum of 2 years of experience in customer/account management.
• Basic knowledge of blockchain and cryptocurrencies.
• Ability to work in a fast-paced environment.

Responsibilities

• Serve as the primary contact for high-value customers.
• Provide a best-in-class customer experience.
• Resolve requests and advocate for customers across teams.
• Monitor customer accounts for potential issues.

Skills

Customer experience management

Stakeholder management

Problem-solving

Communication skills

Flexibility and adaptability

Education

Advanced degree in business, finance or client experience

Tools

Google Suite

Job description

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

As a Coinbase Concierge you will serve as a primary subject matter expert for Coinbase’s products, providing world-class service and support to our most valued customers. You’ll join a high functioning team of customer focused support professionals who know their performance is essential to Coinbase achieving its mission. We’re looking for an individual who has a passion for making the customer experience seamless and phenomenal.

What you’ll be doing (ie. job duties):

• Serve as the primary touchpoint and relationship owner for selected high value Consumer customers.
• Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle requests through to resolution, including collaborating across teams of subject matter specialists.
• Model an investigative mentality to help address critical customer issues at the root cause.
• Represent and advocate for the customer across organizations to drive impactful changes.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Onboarding the customer to Coinbase and after understanding their goals, helping them understand how to set up, secure, fund and begin using their account.
• Proactively monitoring their customers’ accounts for any potential issues and when one is identified, either resolving it on their behalf or helping them do so.
• Introducing customers to newly released features or products that they may be interested in.
• Educating customers about benefits (i.e. staking, Coinbase One, etc) that they aren’t currently taking advantage of, but could be.
• Serving as an escalation point for any complex issues requiring additional attention beyond the initial support provided by inbound Premium Support, for deep dives of customer accounts requested by business partners, or based on customer request to speak to their Concierge
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.

What we look for in you (ie. job requirements):

• Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
• Minimum of 2 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment.
• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
• Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.
• Fantastic communication skills in order to operate across multiple departments and stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.

Nice to haves:

• High level of proficiency in cryptocurrency and Coinbase products
• Advanced degree in business, finance, project management or client experience

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.