Concierge Specialist IV

About Coinbase: Coinbase is a global, category-defining financial technology leader on an uncompromising mission to increase economic freedom throughout the world. As one of the world’s most trusted platforms for exploring, trading, and managing crypto assets, Coinbase eliminates friction from digital currency markets. Built around an intense, high-performance, remote-first ecosystem, Coinbase pushes technical and operational bounds to create a robust, secure utility layer for the decentralized global economy.

Position Overview

We are seeking a highly autonomous, dual-language fluent, and high-touch relationship proficient Concierge Specialist IV to join our elite core Customer Experience team under a permanent, full-time remote configuration open across the United Kingdom. In this high-leverage client success seat, you will act as the principal relationship owner and senior subject matter expert for Coinbase’s highest-value VIP customers. Shifting completely away from routine non-regulated data transcription logs, generic visual template changes, or manual standard support ticket processing, you will operate an active cross-functional issue mitigation, crypto derivatives advisory, and systemic workflow optimization laboratory. Partnering directly alongside internal Product, Engineering, Compliance, and Operations cells, you will manage complex accounts from onboarding through advanced product adoption. This position requires an operational professional with 4+ years of fintech or crypto experience who structures client care fluidly natively using Customer Support and VIP account management primitives, communicates with professional business fluency in both French and English, and participates in intense quarterly in-person team surges.

Key Responsibilities

• VIP Account Relationship Governance: Serve as the definitive primary point of contact and strategic advisor for a dedicated portfolio of Coinbase’s highest-value clients, deepening satisfaction and product adoption natively utilizing Customer Support and advisory best practices.
• Complex Cross-Functional Triage: Lead the investigation and end-to-end resolution of highly complex, escalated account failures by uniting next to Product, Engineering, Compliance, and Core Operations cells to implement systemic platform fixes.
• Onboarding and Product Instrumentation: Drive client activation and long-term user retention by proactively educating portfolios on new ecosystem features, asset staking rewards, Coinbase One advantages, and customized derivatives protocols.
• Feedback Synthesis and Process Optimization: Partner close-knit with CX leadership to isolate operational tracking trends, surface qualitative user sentiment, and engineer process overhauls that eliminate client friction.
• Technical Mentorship and Quality Assurance: Mentor, support, and guide junior Concierge team members on high-touch relationship rules, escalation paths, and execution standards to elevate the squad’s overall delivery quality.
• Generative AI Automation Lever: Responsibly integrate machine learning and generative AI toolsets into your data and summary workflows to drive measurable gains in turnaround speeds and cost efficiencies while keeping precise human oversight.
• Asynchronous Escalation Standby: Maintain disciplined availability to manage high-tier account emergencies outside standard working hours, including weekend on-call coverage arrays.

Required Skills & Qualifications

• A minimum of 4+ years of proven, successful professional history operating within a High-Touch Customer Success Role, Senior Account Manager, Client Advisory Specialist, Fintech Relationship Lead, or closely matching technical capacity.
• Mandatory Financial Sector & Product Literacy: Demonstrated background navigating the regulatory and structural landscapes of Financial Services, Fintech, or Cryptocurrency spaces, explicitly including familiarity with derivatives products .
• Expert Polyglot Business Command: Complete, professional business-grade fluency communicating confidently both in writing and speech across both French and English languages.
• Proven track record managing highly matrixed high-net-worth customer portfolios with measurable results in contract retention, product expansion, or revenue growth.
• Credentialing Requirements: Currently holds a CISI Investment Operations Certificate (IOC) , or possesses the strict commitment and quantitative background to obtain this credential immediately upon corporate onboarding.
• Location and Structural Context: Position operates under 100% remote parameters open exclusively to qualified client authorities residing permanently within the United Kingdom , who are ready to participate in mandatory quarterly in-person working surges.

Preferred Strategic Indicators (Nice to Have)

• Prior platform or architectural background scaling advanced customer data tracking dashboards, web3 wallet configurations, or automated CRM routing trees (such as Salesforce, Zendesk, or identical stacks).
• An adaptable, high-intensity mindset that thrives in fast-moving startup environments and actively embraces being pushed past perceived operational limits.

What We Offer

• Top-Tier UK FinTech Client Services Remuneration Matrix: A highly competitive annual target base salary range of £52,920 — £58,800 GBP calibrated precisely to your derivatives and financial relationship pedigree, fully eligible for comprehensive corporate equity options and performance bonuses.
• 100% remote workspace infrastructure freedom open anywhere within the United Kingdom, eliminating physical commuting constraints from your schedule.
• Category-Defining Asset Management Pedigree: Elite professional growth credentials built by securing and expanding the core institutional and high-net-worth relationships trusted by a $50B+ crypto industry leader.
• Comprehensive family-first health preservation benefits, inclusive of premium medical, dental, and vision insurance models.
• Access to an open, transparent corporate engineering culture that rejects bureaucratic red tape, rewards raw execution, and supports you with top-tier technical tools, flexible time-off configurations, and intensive face-to-face team collaboration sessions.