Coinbase Concierge, Agent III

As a Coinbase Concierge you will serve as a primary subject matter expert for Coinbase’s products, providing world-class service and support to our most valued customers. You’ll join a high functioning team of customer focussed support professionals who know their performance is essential to Coinbase achieving its mission. We’re looking for an individual who has a passion for making the customer experience seamless and phenomenal.

What you’ll be doing (ie. job duties):

• 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.
• Acting as an escalation point for any issues not resolved effectively by inbound Premium Support, for deep dives of customer accounts requested by business partners, or based on customer request to speak to their RM
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.

What we look for in you (ie. job requirements):

• Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
• Minimum of 2 years of relevant experience in an enterprise customer / account management / advisory role in a fast paced environment.
• Basic knowledge of blockchain, infrastructure, staking, ROI/staking rewards, custody, and/or crypto.
• Experience working with Google Suite (Slides, Doc and Sheets) + overall presentation preparation.
• Fantastic communication skills in order to operate across multiple departments and  stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.

Nice to haves:

• High level of proficiency in cryptocurrency and Coinbase products
• Advanced degree in business, finance, project management or client experience