Concierge Specialist IV

About the role

As a Concierge Specialist IV on the Customer Experience team, you will act as a senior subject‑matter expert and trusted advisor for Coinbase’s highest‑value customers, delivering personalized, world‑class service across all products.

Key responsibilities

• Own and deepen relationships with a portfolio of top‑value clients, serving as their primary point of contact.
• Lead resolution of complex, escalated issues by partnering with Product, Engineering, Compliance and Operations.
• Drive onboarding and product adoption through proactive education on new features, staking, Coinbase One and other services.
• Partner with CX leadership to surface trends, collect feedback and improve processes.
• Mentor junior Concierge agents, raising the overall quality of the team.

Required profile

• 4+ years in customer success, account management or high‑touch advisory roles within financial services, fintech or crypto.
• Professional fluency in English and Cantonese for business‑facing communication.
• Proven ability to manage a portfolio of high‑value relationships with measurable retention or revenue outcomes.
• Current or prior CMS 6A license (or willingness to obtain it) and experience with CRM tools.
• Willingness to provide on‑call coverage and handle escalations outside normal hours.
• Responsible use of generative AI to improve workflow efficiency while maintaining human oversight.

Required skills

• Salesforce
• Zendesk
• Google Suite
• Generative AI tools