Crypto Customer Success Lead for High-Value Clients

Screendesk; Charlotte (NC); Sur place; USD 45 000 - 65 000; Plein temps

Résumé du poste

Coinbase in Charlotte is seeking a Concierge to act as the primary subject matter expert for our products, delivering world-class service to our valued customers. You will join a high-performing team of support professionals who prioritize a seamless customer experience.

The role requires full-time in-office presence at our Charlotte location, with shifts including weekends and nights to support the 24/7 nature of cryptocurrency. FINRA licenses 7 & 63 are required.

Qualifications

• Minimum of 2+ years in financial services customer support or related role.
• Advanced knowledge of financial services and securities trading.
• Able to thrive in a fast-paced, high-growth environment.
• Excellent communication and relationship-building skills.

Responsabilités

• Serve as the primary touchpoint and relationship owner for selected high-value consumer customers.
• Deliver best-in-class experiences through stakeholder management and prioritization.
• Handle requests through to resolution with cross-team collaboration.
• Investigate root causes of critical customer issues.
• Represent customer interests to drive organizational changes.
• Promote clear communication with internal and external partners.
• Onboard customers to Coinbase and guide setup, security, funding, and use.
• Monitor accounts for issues and resolve or assist customers.
• Introduce customers to new features or products.
• Educate about benefits such as staking and Coinbase One.
• Proactively identify needs to reduce friction and build trust.
• Support customers via phone, messaging, and email.

Connaissances

FINRA Licenses 7/63

Relationship management

Trading knowledge

Outils

Google Apps

JIRA

Salesforce Service Cloud

Amazon Connect

Description du poste

Coinbase in Charlotte is seeking a Concierge to act as the primary subject matter expert for our products, delivering world-class service to our valued customers. You will join a high-performing team of support professionals who prioritize a seamless customer experience.

The role requires full-time in-office presence at our Charlotte location, with shifts including weekends and nights to support the 24/7 nature of cryptocurrency. FINRA licenses 7 & 63 are required.