Lead innovation strategy and customer engagement while leveraging emerging technologies at Mastercard. Drive product development and forge partnerships to enhance commercial opportunities.
About the role
- Proactive Customer Success Specialist at Coinbase delivering white-glove support for high-net-worth customers. Collaborating across teams to enhance customer experience and resolve complex issues.
Responsibilities
- 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.
Benefits
- bonus eligibility
- benefits (including medical, dental, and vision)
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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