Concierge, Customer Success Team (Orlando, FL)

Coinbase Careers Page

86d • $40 - $40

About The Position

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. 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 focused 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.

Requirements

• FINRA License series 7 & 63.
• Minimum of 2+ years of relevant experience in a financial services customer service or support role in a fast paced environment.
• Advanced knowledge of the financial services industry and securities trading.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
• Fantastic communication and relationship management skills.

Nice To Haves

• FINRA License Series 3, 4, 65, or 66.
• Knowledge of Cryptocurrency and Coinbase Products.
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.

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 the customer to Coinbase and help them understand how to set up, secure, fund and begin using their account.
• Proactively monitor customers’ accounts for any 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 that they aren’t currently taking advantage of.
• Proactively identify customer needs before they become an issue to simplify the customer experience.
• Provide support for Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customers' trading related issues.

Benefits

• Full time offers from Coinbase include bonus eligibility + equity eligibility + benefits (including medical, dental, vision and 401(k)).

What This Job Offers

• Job Type: Full-time
• Number of Employees: 1,001-5,000 employees