Concierge Specialist IV

Coinbase; Singapore; On-site; SGD 90,000 - 130,000; Full time

Job summary

Coinbase is seeking a senior Concierge to own relationships with their highest-value customers in Singapore. You will be their primary contact, guiding onboarding and adoption of staking, Coinbase One, and other services.

You will collaborate with Product, Engineering, Compliance, and Operations to fix root causes, mentor junior agents, and surface trends to leadership for process improvements.

Qualifications

• 4+ years in customer success or high-touch advisory within financial services, fintech, or crypto.
• Professional fluency in English and Cantonese for business and customer-facing work.
• Manage a portfolio of high-value clients with measurable retention or revenue outcomes.
• Held CMS 6A license, with willingness to obtain it again.
• Support on-call coverage and escalations outside normal hours, including weekends.

Responsibilities

• Own relationships with Coinbase's highest-value customers as their primary contact
• Resolve escalated issues with Product, Engineering, Compliance, and Operations to fix root causes
• Drive onboarding and adoption of staking, Coinbase One, and other services
• Surface customer trends to CX leadership and shape process improvements
• Mentor junior Concierge agents on relationship management and issue resolution

Skills

High-touch advisory

English and Cantonese fluency

Portfolio management

CMS 6A license

Weekend/on-call support

Tools

Salesforce

Zendesk

Google Suite

Job description

What you'd do:

• Own relationships with Coinbase's highest-value customers as their primary contact
• Resolve escalated issues with Product, Engineering, Compliance, and Operations to fix root causes
• Drive onboarding and adoption of staking, Coinbase One, and other services
• Surface customer trends to CX leadership and shape process improvements
• Mentor junior Concierge agents on relationship management and issue resolution

What they want:

• 4+ years in customer success or high-touch advisory within financial services, fintech, or crypto
• Professional fluency in English and Cantonese for business and customer-facing work
• Manage a portfolio of high-value clients with measurable retention or revenue outcomes
• Hold or have held a CMS 6A license, with willingness to obtain it again
• Support on-call coverage and escalations outside normal hours, including weekends

Nice to have:

• Familiarity with derivatives products
• Proficiency with Salesforce, Zendesk, and Google Suite 4+ years in customer success or high-touch advisory within financial services, fintech, or crypto
• Professional fluency in English and Cantonese for business and customer-facing work
• Manage a portfolio of high-value clients with measurable retention or revenue outcomes
• Hold or have held a CMS 6A license, with willingness to obtain it again
• Support on-call coverage and escalations outside normal hours, including weekends