FreeHire

Blockchain Association

Concierge Specialist IV

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You are a Concierge Specialist IV responsible for acting as a senior subject matter expert and relationship owner for our highest value customers. You will provide world class, personalized service delivering a seamless experience across products. You will own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption.

Responsibilities

  • 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.
  • 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

  • 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.
  • Professional fluency in both Mandarin 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.

Benefits

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