← All roles

Concierge Specialist IV

Coinbase
Apply on company site
Hybrid (London, UK)£52.9k - £58.8kfull-timePosted 3mo ago

About the role

Senior subject matter expert and relationship owner on Coinbase's Customer Experience team for high-value clients. Manages complex relationships end to end, mentors junior agents, drives improvements in satisfaction, retention, and product adoption, and collaborates cross-functionally to resolve issues and shape processes.

Responsibilities

  • 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.

Qualifications

  • 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.
  • Professional fluency in both French and English, with the ability to communicate confidently in a business and customer-facing capacity.
  • 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.
  • Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain.
  • 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.

Skills

Required:High-value client relationship managementCross-functional collaborationOnboarding and product adoptionMentoring and leadership

Benefits

  • Private Medical Insurance
  • Dental insurance
  • Vision/ Eye Care Vouchers
  • Life Assurance Benefit
  • Disability/Income Protection
  • Workplace Pension Scheme
  • Travel Medical Policy - Global Traveler
  • Employee Stock Purchase Plan (ESPP)
  • Wellness Stipend
  • Mobile/Internet Reimbursement
  • Learning and Development Allowance
  • Employee Assistance Program
  • Fertility Benefits
  • Generous Time off/Leave Policy
Last updated Oct 15, 2026. Interested? Apply on the company site.
Coinbase logo

About Coinbase

Buy, sell, and manage cryptocurrencies.

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.

crypto-web3
Company profileWebsite

More open roles at Coinbase