Concierge, Customer Success Team

Coinbase; Charlotte (NC); On-site; USD 45,472 - 64,763; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) plan

Equity eligibility

Job summary

A leading cryptocurrency platform is looking for a Concierge for their Customer Success Team in Charlotte. The role involves serving high-value customers, ensuring they have a world-class experience, and resolving any issues related to their accounts. Candidates should have relevant customer service experience and hold FINRA Licenses. This is a full-time, in-office position requiring flexibility in hours.

Qualifications

• Minimum of 2+ years of relevant experience in a financial services customer service role.
• Advanced knowledge of the financial services industry and securities trading.
• Flexible and adaptable to the needs of a high-growth organization.

Responsibilities

• Serve as the primary touchpoint for selected high-value customers.
• Provide effective stakeholder management and issue resolution.
• Onboard customers to Coinbase and help them use their accounts.

Skills

FINRA License series 7 & 63

Strong communication skills

Relationship management skills

Tools

JIRA

Salesforce Service Cloud

Google apps

Amazon Connect

Job description

Overview

Join to apply for the Concierge, Customer Success Team role at Coinbase.

At Coinbase, our mission is to increase economic freedom in the world. This role focuses on delivering world-class service to our valued customers as part of a high-performing team.

What you’ll be doing:

• 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.
• Onboard the customer to Coinbase and help them understand how to set up, secure, fund and begin using their account.
• Proactively monitor customers’ accounts for potential issues and resolve them or help customers resolve them.
• Introduce customers to newly released features or products and educate them about benefits they can gain (e.g., staking, Coinbase One).
• Proactively identify customer needs before they become issues to simplify the experience and strengthen trust.
• Provide support for Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving trading related issues.

What we look for in you:

• FINRA License series 7 & 63
• Motivated by Coinbase’s mission and driving product adoption through a seamless trading experience.
• Minimum of 2+ years of relevant experience in a financial services customer service or support role in a fast-paced environment.
• Advanced knowledge of the financial services industry and securities trading.
• Flexible and adaptable to meet the evolving needs of a high-growth organization.
• Strong communication and relationship management skills with a passion for helping customers succeed with Coinbase products.

Nice to have:

• FINRA License Series 3, 4, 65, or 66
• Knowledge of Cryptocurrency and Coinbase products
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect

Work location and schedule

Note: This role requires full-time, in-office presence at our Charlotte location. Shifts may include weekend and night to support 24/7 cryptocurrency operations.

Job details

Job ID: G2854

Pay Range: $40.01 USD per hour (range may vary by location) | Includes bonus eligibility, equity eligibility, and benefits (medical, dental, vision, 401(k)).

Please be advised that each candidate may submit a maximum of four applications within any 30-day period.

Equal Opportunity and data privacy

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 law. For US applicants, privacy notices and arbitration terms apply as described in the linked notices. Coinbase participates in the E-Verify program where required by law.

Coinbase is committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation, please contact [e-mail].

AI Disclosure: Coinbase may pilot AI tools for screening and interview transcription. A human recruiter will review responses and transcripts as part of the evaluation process. This description is not an indication that AI will be used to make employment decisions.