Serve as a trusted advisor to Coinbase’s high-net-worth customers, delivering white-glove support across inbound and proactive channels.
Anticipate customer needs, proactively resolve friction, and create value-add opportunities that deepen trust and strengthen long-term relationships.
Stay current on crypto markets, Coinbase products, and regulatory developments to guide customers with clarity and confidence.
Investigate, troubleshoot, and resolve complex issues with accurate root-cause analysis and durable solutions.
Partner with Compliance to mitigate fraud, review alerts, and protect customer accounts.
Monitor and analyze customer activity to detect anomalies, prevent risk exposure, and close process gaps.
Own casework end-to-end, ensuring timely resolution, clear communication, and consistent follow-through.
Collaborate with product, engineering, and operations teams to document and relay customer insights that eliminate defects in the customer experience.
Partner with cross-functional specialists to identify opportunities for customers to unlock additional Coinbase features, services, and products.
Requirements
Exceptional communication and executive presence; able to engage high-net-worth clients with empathy, professionalism, and clarity.
Strong investigative and analytical skills with the ability to identify patterns, assess risk, and recommend solutions.
Proven track record of handling complex issues end-to-end, balancing urgency with thoughtful problem-solving.
Comfort with ambiguity and change; able to thrive in a fast-paced environment where new challenges emerge daily.
A bias for action and ownership; you see problems through to resolution and proactively raise opportunities to add value.
Deep interest in crypto, financial markets, and emerging technology; eager to continuously learn and apply that knowledge in customer interactions.
Minimum of 1 year of relevant experience in a customer service or support role in a fast paced environment including working with high value customers.
Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
Customer Success Manager at VisibleThread, assisting clients with onboarding, renewals, and strategic value. Leading customer satisfaction initiatives and promoting product adoption with excellent communication skills.
Supervisor managing customer success processes for a prominent Out of Home media company in Brazil. Overseeing pre - sales, renewals, and customer growth initiatives with an emphasis on efficiency.
Career Success Manager supporting participants through individual guidance and job coaching at a growing Learning & Development company. Empowering individuals with skills for tech and data careers.
Sage Intacct Client Success - Senior at CLA managing solutions for clients across multiple ERP systems. Overseeing technical aspects of implementations and fostering client relationships locally and nationally.
Customer Success Agent managing inquiries and resolutions for Click&Boat's customers. Working in a dynamic team to ensure service quality and effective communication.
Operations Manager overseeing operational excellence for Customer Success at Xero. Partnering with leadership and implementing continuous improvement strategies with a focus on AI integration.
Customer Success Manager empowering clients in social advertising through training and strategic consultation. Supporting emerging platforms like Snapchat, TikTok, Twitter, and Google for global clientele.
Senior Customer Success Manager managing complex Federal customer accounts and driving technology adoption at Casepoint. Developing strategies for retention and value realization across diverse stakeholder groups.