Concierge Specialist IV

In this role you will be a senior subject matter expert and relationship owner for the highest value customers. You will deliver world class personalized service across all products. You will own complex customer relationships end to end, mentor junior Concierge agents, and drive improvements in customer satisfaction retention and product adoption. You will lead resolution of complex issues by partnering cross functionally with Product, Engineering, Compliance, and Operations to identify root causes and implement systemic fixes. You will onboard customers to new features and educate them on staking and other value added services.

Responsibilities

• Own and deepen relationships with a portfolio of high value customers, serving as their primary point of contact across products
• 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
• Serve as a top tier escalation point for specialized issues incidents and recovery strategies
• Drive customer onboarding and product adoption by educating clients on new features staking Coinbase One and other 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
• Mentor and support junior Concierge agents on relationship management issue resolution and best practices

Requirements

• 4+ years of experience in customer success account management or high touch client advisory roles within financial services fintech or crypto
• Familiarity with derivatives and prior experience working in financial services supporting derivative products
• Professional fluency in Hindi 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
• Currently holds or has previously held a CMS 6A license with willingness to obtain it again in the future if needed
• Proven track record of resolving complex cross functional customer issues end to end including coordinating across Product Engineering and Compliance teams
• Proficiency with CRM and support tooling such as Salesforce Zendesk and Google Suite and experience preparing client facing materials and business reviews
• Utilizes generative AI responsibly with human oversight to deliver business ready outputs and drive measurable improvements in workflow efficiency cost and quality
• Able and willing to support on call coverage and manage escalations outside normal working hours including weekends

Benefits

• Equity and bonus eligibility
• Medical, dental, and vision insurance