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# Concierge Specialist IV-1

- **Company:** Coinbase, Inc.
- **Location:** Richmond, VA, United States
- **Experience:** Experienced
- **Salary:** $96,305.0 - $113,300.0
- **Contract:** Permanent contract
- **Skills:** Salesforce.Com, Gsuite, Zendesk
- **Published:** August 8, 2026
- **Apply:** https://www.juju.com/job/00000000gm5xvn

## About the Role

* 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.

 * 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.

 * Proficient with CRM and support tooling such as Salesforce and Zendesk, plus Google Suite.

 * 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.

## Description

As a Concierge Specialist IV on the Customer Experience team, you'll serve as a senior subject matter expert and relationship owner for Coinbase's highest-value customers. This team delivers world-class, personalized service to our most valued clients, ensuring they have a seamless experience across all Coinbase products. You'll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption.

*What you'll do*

 * 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 and services.

 * 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.


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