Easy Apply
Easy Apply
Serve as senior subject-matter expert for high-value Coinbase customers, owning complex relationships end-to-end. Resolve escalations with cross-functional teams, drive onboarding and product adoption, mentor junior agents, surface feedback to improve processes, and support on-call escalations including weekends.
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
As a Concierge Specialist IV on the Customer Experience team, you’ll serve as a senior subject matter expert and relationship owner for Coinbase’s highest-value customers. This team delivers world-class, personalized service to our most valued clients, ensuring they have a seamless experience across all Coinbase products. You’ll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption.
What you’ll do
- Own and deepen relationships with a portfolio of Coinbase’s highest-value customers, serving as their primary point of contact and trusted advisor across all products and services.
- Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes.
- Drive customer onboarding and product adoption by proactively educating clients on new features, staking, Coinbase One, and other value-added services tailored to their needs.
- Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust in Coinbase.
- Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team.
Required Skills and Experience
- 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto, including familiarity with derivatives products.
- Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth, including resolving complex cross-functional issues end to end.
- Proficient with CRM and support tooling such as Salesforce and Zendesk, plus Google Suite.
- Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Job ID: P77403
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Annual base salary range (excluding equity and bonus):
$96,305—$113,300 USD
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
Coinbase - TEST - GH API (EA YES) Fremont, California, USA Office
47800 Westinghouse Drive, Fremont, United States, 94539
Similar Jobs at Coinbase - TEST - GH API (EA YES)
Other
Build and operate backend Go services and smart contracts for token issuance, wrapping, bridging, and reconciliation across multiple chains. Own end-to-end projects from smart contract deployment to APIs, SLOs, observability, and production rollouts. Improve asset transformation pipelines, lead on-call operations, and mentor junior engineers while partnering with cross-functional teams (Trading, Custody, Compliance).
Top Skills:
APIsBaseBlockchainData ReconciliationEthereumEvent-Driven ArchitectureEvmGoObservabilitySlosSmart ContractsSolanaSolidity
Other
Serve as Finance's One-DRI for product launches: lead prioritization, ensure accounting and compliance, design controls, perform accounting treatment reviews, partner with stakeholders, implement reporting automation, and produce audit-ready documentation and executive updates.
Top Skills:
Generative Ai
Other
Design and deliver blockchain network infrastructure and platform APIs, lead multi-quarter initiatives (chain integrations, re-architecture, migrations), define APIs/SLOs/observability and own on-call, build SDKs and self-service tools, partner with product teams to establish data contracts, and simplify cross-chain operations by decomposing legacy systems into microservices.
Top Skills:
BitcoinEthereumGenerative AiGoKafkaL1/L2 NetworksMongoDBRedis
What you need to know about the San Francisco Tech Scene
San Francisco and the surrounding Bay Area attracts more startup funding than any other region in the world. Home to Stanford University and UC Berkeley, leading VC firms and several of the world’s most valuable companies, the Bay Area is the place to go for anyone looking to make it big in the tech industry. That said, San Francisco has a lot to offer beyond technology thanks to a thriving art and music scene, excellent food and a short drive to several of the country’s most beautiful recreational areas.
Key Facts About San Francisco Tech
- Number of Tech Workers: 365,500; 13.9% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Google, Apple, Salesforce, Meta
- Key Industries: Artificial intelligence, cloud computing, fintech, consumer technology, software
- Funding Landscape: $50.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Sequoia Capital, Andreessen Horowitz, Bessemer Venture Partners, Greylock Partners, Khosla Ventures, Kleiner Perkins
- Research Centers and Universities: Stanford University; University of California, Berkeley; University of San Francisco; Santa Clara University; Ames Research Center; Center for AI Safety; California Institute for Regenerative Medicine
