Concierge Specialist IV

About Coinbase: Coinbase is the premier, internationally recognized cryptocurrency infrastructure pioneer, on-chain digital asset innovator, and global financial ecosystem leader on an absolute mission to increase economic freedom for billions of individuals and institutions worldwide. Power-routing an uncompromised, hyper-scale exchange network that handles billions of dollars in transaction volumes, Coinbase acts as a trusted anchor helping users securely trade, store, stake, and grow their cryptographic portfolios. The bar for entry is remarkably high, and the high-velocity corporate environment is deliberately intense, attracting a world-class collective of builders who refuse to settle for “good enough.” Operating on a remote-first but not remote-only philosophy, the organization unifies decentralized virtual teams with high-impact quarterly, in-person collaborative sprints called “surges.” Coinbase provides its relationships and support squads with an elite canvas to drive premium product adoption and shield user trust safely across the multi-chain decentralized economy.

Position Overview

We are seeking a highly analytical, relationship-driven Concierge Specialist IV to join our core centralized Customer Experience organization in a full-time remote-first capacity within Singapore (Job ID: P77136). Operating as a senior subject matter expert and primary relationship owner for Coinbase’s most valuable, high-net-worth clients, you will step up to claim individual strategic operational accountability for driving customer retention, portfolio satisfaction, and value-added product adoption end-to-end. Shifting completely away from mechanical ticket routing or passive response cycles, you will function as a trusted crypto-financial advisor, bridging the gap between premium consumer needs and our internal technology divisions. This position requires an industry veteran with 4+ years of customer success background in fintech or banking who handles cross-functional escalations fluidly alongside Product and Engineering teams, maintains compliance boundaries with precision, and either possesses or completes licensing parameters for FINRA Series 7 & 63 or CMS License 6A registries.

Key Responsibilities

• High-Value Portfolio Relationship Ownership: Formulate, deepen, and govern long-term relationships with a dedicated portfolio of Coinbase’s highest-value customers, serving as their single point of contact and premier operational advisor across all products.
• Cross-Functional Incident Escalation Triage: Lead the end-to-end resolution of complex, critical account issues, collaborating peer-to-peer with Product, Engineering, Compliance, and Operations cells to isolate root causes and drive systemic platform fixes natively utilizing Customer Support protocols.
• Technical Support Matrix Governance: Build, track, and maintain client interaction dashboards, case histories, and performance analytics logs natively leveraging Technical Support tooling networks across Salesforce and Zendesk platforms.
• Premium Product Adoption Acceleration: Drive premium client onboarding and asset velocity by proactively educating accounts on emerging layer-1/layer-2 features, institutional staking pools, Coinbase One subscriptions, and tailored yield opportunities.
• Systemic Operational Friction Reduction: Partner closely alongside CX executive leadership to audit macro ticket data, surface qualitative consumer feedback trends, and implement process enhancements that maximize system trust.
• Generative AI Workflow Curation: Utilize modern artificial intelligence tools and large language extensions responsibly to accelerate account reviews, template preparation, and workflow efficiency while enforcing strict human oversight over final data outputs.
• Junior Agent Mentorship and Leadership: Guide, coach, and support junior Concierge associates on relationship mechanics, dispute resolution best practices, and technical crypto-asset properties, raising the overall team quality threshold.
• Sovereign Compliance and Licensing Navigation: Navigate strict financial services frameworks confidently, demonstrating adherence to AML/KYC regulations while managing your personal testing timeline to fulfill mandatory local licensing guidelines.

Required Skills & Qualifications

• 4+ years of verified professional history running advanced high-touch client success, premium wealth management advisory, fintech account coordination, cryptographic customer support, or digital brokerage consulting.
• Deep, authoritative technical command of cryptocurrency transactions, multi-wallet structures, asset staking mechanics, web3 security protocols, and financial sector compliance criteria.
• Expert-tier capability managing an independent portfolio of high-value client relationships, proving a documented history driving measurable upgrades in account retention or satisfaction.
• Practical operational familiarity auditing customer interaction logs, building client-ready business reviews, and pulling data reports natively using Customer Support and Technical Support software arrays (specifically Salesforce, Zendesk, and Google Suite applications).
• Mandatory Regulated Financial Credentials: Possession of active FINRA Series 7 & 63 licenses, or an equivalent CMS License 6A registration—or the absolute willingness and capability to successfully test for and secure these credentials within 12 months from your initial date of hire.
• Outstanding verbal and written communication mechanics in business-fluent English, enabling uncompromised alignment with distributed multi-national infrastructure teams and sophisticated enterprise clients.
• Location Context: Position open exclusively to qualified customer success specialists based permanently and resident within **Singapore** to execute duties under a remote-first home-office framework, with willingness to attend quarterly sessions.

Preferred Strategic Indicators (Nice to Have)

• Prior commercial customer relationship history operating inside an established blockchain exchange platform, Web3 asset management firm, decentralized finance (DeFi) developer lab, or tier-1 investment banking house.
• Deep personal literacy navigating on-chain smart contracts, decentralized application (dApp) connectivity apps, cold-storage hardware keys, or token migration tracking networks.
• An outcome-driven personal philosophy rooted in uncompromised execution standards, intense intellectual curiosity regarding the future of decentralized finance, and a passion for thriving inside fast-paced, high-stakes environments.

What We Offer

• Sovereign Singapore Base Renumeration: A stable, transparent full-time baseline annual salary configuration of exactly $96,900 SGD per year (calibrated precisely to evaluate your account management authority and excluding equity options or baseline performance bonuses).
• The exceptional professional canvas to directly direct, shape, and engineer the customer success frameworks and account recovery models power-routing ecosystem trust for Coinbase’s most valued clients globally.
• Profound work-from-home remote parameters offering an elite digital workplace layout, complete scheduling trust, and zero physical geographic office commuting friction across Singapore, supplemented by intensive quarterly in-person team “surges.”
• Immediate enrollment in top-tier health protection programs, providing **100% fully covered Group Medical and Dental Insurance** lines for both the employee and their legal dependents.
• Access to elite financial accumulation utilities, including our attractive corporate **Employee Stock Purchase Plan (ESPP)** pipeline.
• Generous personal lifestyle and education benefits, featuring an automated Travel Medical Global Policy, a dedicated Wellness Stipend, comprehensive Mobile/Internet cost reimbursements, a structured Learning & Development allowance, Fertility protection paths, and a highly attractive, flexible Time Off/Leave policy.