Hybrid Concierge, Customer Success Team

at Coinbase

• Job title: Concierge, Customer Success Team
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $40,000 - $47,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, United States

About the role

• Concierge in Coinbase's Customer Success Team providing world-class service and support to high-value clients. Engaging with customers to resolve issues and enhance their trading experience.

Responsibilities

• Serve as the primary touchpoint and relationship owner for selected high value Consumer customers.
• Provide a best in class experience for our customers through effective stakeholder management, task management, decisive prioritization, and efficient execution.
• Handle requests through to resolution, including collaborating across teams of subject matter specialists.
• Model an investigative mentality to help address critical customer issues at the root cause.
• Represent and advocate for the customer across organizations to drive impactful changes.
• Champion clear communication with internal and external partners to align on solutions and drive results.
• Onboarding the customer to Coinbase and after understanding their goals, helping them understand how to set up, secure, fund and begin using their account.
• Proactively monitoring their customers’ accounts for any potential issues and when one is identified, either resolving it on their behalf or helping them do so.
• Introducing customers to newly released features or products that they may be interested in.
• Educating customers about benefits (i.e. staking, Coinbase One, etc) that they aren’t currently taking advantage of, but could be.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Responsible for providing support for Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customers' trading related issues.

Requirements

• FINRA License series 7 & 63 (will not initially be sponsoring licenses)
• Motivated by Coinbase’s mission, creating a seamless experience for our trading customers and driving product adoption.
• Minimum of 2+ year of relevant experience in a financial services customer service or support role in a fast paced environment.
• Advanced knowledge of the financial services industry and securities trading.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
• Fantastic communication and relationship management skills, passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high value Coinbase power users.

Benefits

• bonus eligibility
• equity eligibility
• benefits (including medical, dental, vision and 401(k))