Job description

Role Overview

Coinbase is looking for a Concierge Specialist IV to join its Customer Experience organization. In this senior, high-touch role, you will be the primary relationship owner for some of the company’s most valuable customers, delivering personalized support across Coinbase products and services. The position calls for someone who can independently manage complex client relationships, resolve escalations, and help improve satisfaction, retention, and product usage across the portfolio.

Coinbase operates with a remote-first mindset, though the company is not fully remote-only. Team members should expect quarterly in-person working sessions, referred to as surges.

What You Will Do

Manage and strengthen relationships with a portfolio of Coinbase’s highest-value clients, acting as the main contact and trusted advisor across the full product suite.
Take ownership of complex, escalated customer concerns by coordinating with Product, Engineering, Compliance, and Operations to diagnose root causes and implement long-term fixes.
Act as a senior escalation resource for specialized cases, incidents, and recovery efforts.
Support customer onboarding and adoption by proactively guiding clients through new features, staking, Coinbase One, and other value-added offerings relevant to their needs.
Work with CX leadership to identify patterns, gather customer feedback, and recommend process changes that reduce friction and build confidence in Coinbase.
Coach and guide junior Concierge team members on relationship management, issue handling, and best practices to lift overall team performance.

Experience and Skills Needed

The ideal candidate brings at least 4 years of experience in customer success, account management, or similar high-touch advisory work within financial services, fintech, or crypto. You should be comfortable handling derivative-related support, and you must be professionally fluent in Hindi for business and customer conversations.

Success in this role also requires a strong record of independently managing high-value client accounts, with measurable impact on retention, satisfaction, or revenue growth. Experience resolving cross-functional issues from start to finish is essential, along with proficiency in CRM and support systems such as Salesforce and Zendesk, plus Google Workspace tools for client-facing documentation and business reviews.

You should currently hold, or have previously held, a CMS 6A license and be willing to obtain it again later if required. The role also expects responsible use of generative AI, with human oversight to ensure outputs are accurate, business-ready, and efficient.

Because the role includes escalation handling, you must be prepared to provide on-call coverage outside standard business hours, including weekends.

Compensation and Benefits

The target annual base salary for this position is SGD 96,900. In addition to base pay, total compensation may include equity, bonus eligibility, and benefits such as medical, dental, and vision coverage.

Additional Information

Coinbase is an equal opportunity employer and considers all qualified applicants without regard to protected characteristics, including race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or genetic information.
Applicants with criminal histories will be reviewed in line with applicable federal, state, and local laws.
There is a limit of 4 applications within any 30-day period.
Reasonable accommodations are available for candidates with disabilities, and requests can be submitted to the company’s accommodations contact email.
US applicants are directed to review employee rights, Know Your Rights, and E-Verify notice information.
By applying, candidates agree to the Candidate Privacy Notice; US applicants also agree to arbitration of disputes.
Coinbase is piloting AI tools for initial screening interviews and interview note transcription/summarization, but these tools are not used to make employment decisions.