Role overview

As a Concierge Specialist IV on Coinbase’s Customer Experience team, you will serve as a senior advisor and relationship owner for the company’s highest-value customers. This role combines direct client management with leadership responsibilities, ensuring premium clients receive world-class, personalized service across all Coinbase products while mentoring junior team members.

Key responsibilities

Manage and develop deep relationships with a portfolio of high-value customers, acting as their primary contact and trusted advisor for all Coinbase products and services.
Resolve complex and escalated customer issues by collaborating across Product, Engineering, Compliance, and Operations teams to identify root causes and implement systemic improvements.
Drive customer onboarding and product adoption by proactively introducing clients to new features, staking options, Coinbase One, and other tailored value-added services.
Work with Customer Experience leadership to identify trends, collect customer feedback, and recommend process improvements that enhance client experience and build trust.
Mentor junior Concierge agents on relationship management, issue resolution techniques, and industry best practices to elevate team performance.
Provide on-call escalation support outside standard working hours, including weekend coverage when needed.

Requirements

At least four years of professional experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or cryptocurrency sectors, with knowledge of derivatives products.
Professional fluency in both French and English, with confident communication skills in business and customer-facing contexts.
Proven track record independently managing high-value client portfolios with documented results in customer retention, satisfaction scores, or revenue growth, including successful resolution of complex cross-functional issues.
Current possession of or willingness to obtain a CISI Investment Operations Certificate (IOC).
Availability and willingness to cover on-call responsibilities and manage escalations beyond normal business hours.
Ability to apply generative AI tools responsibly with appropriate human oversight to produce business-ready outputs and improve workflow efficiency, costs, and quality standards.

What makes this role worth considering

This position offers the opportunity to work with Coinbase’s most valued clients while contributing to the company’s mission of expanding economic freedom through finance. Based in London on a hybrid arrangement, you’ll participate in quarterly in-person collaboration sessions and work within an intense, high-performing environment that encourages growth beyond perceived limits.