Concierge Specialist III

What you'll do:

• Own and deepen relationships with a portfolio of high-value Consumer customers, serving as their primary point of contact and trusted advisor across all Coinbase products and services.
• Lead end-to-end onboarding for new customers, helping them understand how to set up, secure, fund, and begin using their accounts based on their individual goals.
• Monitor customer accounts proactively to identify potential issues before they escalate, resolving them directly or guiding the customer to a resolution.
• Drive adoption of Coinbase features and products, including staking, Coinbase One, and newly released capabilities tailored to each customer's needs.
• Partner across internal teams of subject matter specialists to resolve complex issues and serve as the escalation point for cases requiring deeper investigation beyond initial Premium Support.
• Represent the voice of the customer across the organization, surfacing trends, feedback, and root-cause insights that drive impactful product and process improvements.

Required Skills and Experience:

• 2+ years in an enterprise customer management, account management, or client advisory role with demonstrated ownership of high-value customer relationships.
• Foundational knowledge of blockchain, cryptocurrency, staking, and custody concepts sufficient to educate customers and troubleshoot product-related questions.
• Proficiency with Google Suite (Slides, Docs, Sheets) and CRM or support tooling (e.g., Salesforce, Zendesk) for account management and reporting.
• Proven ability to manage competing priorities across multiple customer accounts while consistently delivering timely, high-quality resolutions.
• Track record of cross-functional collaboration with product, engineering, or operations teams to drive customer-impacting outcomes.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

PID - P77570

Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding equity and bonus):€53.100—€53.100 EUR

• 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.