Concierge Agent III

Coinbase • Remote, OR

395d

About The Position

As a Concierge Agent III at Coinbase, you will be the primary subject matter expert for Coinbase's products, delivering exceptional service and support to high-value customers. This role is crucial in ensuring a seamless customer experience and involves proactive account management, effective communication, and collaboration across teams to resolve issues and enhance customer satisfaction. You will be part of a high-performing team dedicated to achieving Coinbase's mission of increasing economic freedom through innovative financial solutions.

Requirements

• 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) and overall presentation preparation.
• Fantastic communication skills 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.

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.
• Onboard customers to Coinbase and help them understand how to set up, secure, fund, and begin using their account.
• Proactively monitor customers' accounts for potential issues and resolve them or assist customers in doing so.
• Introduce customers to newly released features or products that they may be interested in.
• Educate customers about benefits they aren't currently taking advantage of, such as staking and Coinbase One.
• Act as an escalation point for unresolved issues from inbound Premium Support or deep dives requested by business partners or customers.
• Proactively identify customer needs to simplify the experience, reduce friction, and strengthen trust in Coinbase.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) plan
• Target bonus
• Target equity

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Securities, Commodity Contracts, and Other Financial Investments and Related Activities
• Education Level: Master's degree