Lead, Concierge & Customer Success Team

Screendesk; Charlotte (NC); On-site; USD 87,000 - 106,000; Full time

Job summary

Coinbase in Charlotte, NC is seeking a Supervisor for the Concierge on the Customer Success Team. You will lead a specialized team handling high-value customer relationships, applying your customer support, operations, and leadership skills to deliver an outstanding global experience.

The role is full-time and in-office in Charlotte, requiring shifts that may include weekends and nights to support a 24/7 cryptocurrency business. Strong FINRA licensing and enterprise experience are expected.

Qualifications

• FINRA licenses required: Series 7 and 63.
• FINRA Series 24 or 9/10 required.
• 3+ years leading and developing enterprise account teams.
• Experience in Banking, Wealth Management, FinTech or Crypto is preferred.
• Strong communication across departments and stakeholders.

Responsibilities

• Manage and support initiatives to streamline operations and improve customer experience metrics.
• Achieve SLAs, productivity and quality metrics for the team.
• Collaborate with Program, Quality and Training teams to improve workflows.
• Provide best-in-class customer experience through stakeholder management and decisive execution.
• Handle escalations and root-cause critical issues with cross-team collaboration.
• Advocate for customers across organizations and drive impactful changes.

Skills

FINRA Series 7

FINRA Series 63

FINRA Series 24

FINRA Series 9/10

Leadership

Enterprise account management

Google Suite

Communication

Financial services

Tools

Google Workspace

Job description

Coinbase in Charlotte, NC is seeking a Supervisor for the Concierge on the Customer Success Team. You will lead a specialized team handling high-value customer relationships, applying your customer support, operations, and leadership skills to deliver an outstanding global experience.

The role is full-time and in-office in Charlotte, requiring shifts that may include weekends and nights to support a 24/7 cryptocurrency business. Strong FINRA licensing and enterprise experience are expected.