Concierge Agent III

We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 73 million accounts in more than 100 countries. 

Our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web 3.0 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

• You’ve got good vibes. You’re optimistic about the future and determined to get there. 
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

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 focussed 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.

What you’ll be doing (ie. job duties):

• 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.
• Onboarding the customer to Coinbase and after understanding their goals, helping them understand how to set up, secure, fund and begin using their account.
• Proactively monitoring their customers’ accounts for any potential issues and when one is identified, either resolving it on their behalf or helping them do so.
• Introducing customers to newly released features or products that they may be interested in.
• Educating customers about benefits (i.e. staking, Coinbase One, etc) that they aren’t currently taking advantage of, but could be.
• Acting as an escalation point for any issues not resolved effectively by inbound Premium Support, for deep dives of customer accounts requested by business partners, or based on customer request to speak to their RM
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.

What we look for in you (ie. job requirements):

• Motivated by Coinbase’s mission and creating a seamless experience for our highest value individual and enterprise clients.
• 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) + overall presentation preparation.
• Fantastic communication skills in order to operate across multiple departments and  stakeholders.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
• Fluency in Cantonese is essential.

Nice to haves:

• High level of proficiency in cryptocurrency and Coinbase products
• Advanced degree in business, finance, project management or client experience

Job #: P61365