# Concierge Specialist IV-1

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** Remote
**Role:** Customer Success
**Salary:** $96k – $113k/yr
**Experience:** 4+ years
**Skills:** Customer Success, Account Management, client advisory, Financial Services, Fintech, crypto, derivatives, Salesforce, Zendesk, Google Workspace, Generative AI
**Posted:** 2026-07-15

> Serve as senior relationship owner and trusted advisor for Coinbase's highest-value customers. Own complex issue resolution, drive product adoption, mentor junior agents, and partner cross-functionally to improve CX processes in fintech/crypto.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/c0fa04f3-aeac-494a-aefe-99a1147b629e
**Canonical:** https://hotfix.jobs/jobs/c0fa04f3-aeac-494a-aefe-99a1147b629e