Concierge Specialist IV
Serves as a senior relationship owner and trusted advisor for high-value Coinbase customers, resolving escalations, driving onboarding and product adoption, and mentoring junior agents. Requires 4+ years in customer success, account management, or high-touch financial-services client advisory roles and professional fluency in Tamil.
About the job
Responsibilities
- 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.
Requirements
- 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.
- Professional fluency in Tamil, with the ability to communicate confidently in a business and customer-facing capacity.
- 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.
- Currently holds or has previously held a CMS 6A license, with willingness to obtain it again if needed.
- Proficient with CRM and support tooling, such as Salesforce and Zendesk, and 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.
Compensation and Benefits
- Annual base salary: $96,900–$96,900 SGD.
- Total compensation may also include equity and bonus eligibility, as well as medical, dental, and vision benefits.
Skills
Customer Success, Account Management, Client Advisory, Derivatives, Customer Relationship Management, Salesforce, Zendesk, Google Workspace, Generative AI, Customer Onboarding
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