Concierge Specialist IV

Overview

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.

What you'll do

• 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

• Professional fluency in both French and English, 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 CISI Investment Operations Certificate (IOC), or willingness to obtain.
• 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: P77142 Pay Transparency Notice: The target annual base salary for this position can range as detailed below.

Skills