At a Glance
- Tasks: Build strong relationships with high-value customers and resolve complex issues.
- Company: Join Coinbase, a leader in the future of finance with a dynamic culture.
- Benefits: Competitive salary, equity options, and comprehensive health benefits.
- Other info: Remote-first environment with quarterly in-person collaboration sessions.
- Why this job: Make a real impact in the crypto world while mentoring others.
- Qualifications: 4+ years in customer success, fluent in French and English.
The predicted salary is between 52920 - 58800 £ per year.
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency; it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote‑first, but not remote‑only company. Expect to get together quarterly for intense in‑person working sessions called “surges.”
As a Concierge Specialist IV on the Customer Experience team, you'll serve as a senior subject matter expert and relationship owner for Coinbase's highest‑value customers. This team delivers world‑class, personalized service to our most valued clients, ensuring they have a seamless experience across all Coinbase products. You'll own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption.
What you’ll do:
- 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.
Required Skills and Experience:
- 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.
- Utilises generative AI responsibly, maintaining human oversight to deliver business‑ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding equity and bonus): £52,920 GBP - £58,800 GBP.
Application Limit: Candidates may submit a maximum of 3 applications within a 6‑month period.
Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations(at)coinbase.com.
Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase will not use AI to make decisions impacting employment.
StudySmarter Expert Advice🤫
We think this is how you could land Concierge Specialist IV in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Coinbase. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Coinbase before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Concierge Specialist IV in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Coinbase:Your cover letter is your chance to shine! Tell us why you want to work at Coinbase specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Coinbase!
How to prepare for a job interview at Coinbase
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
