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Coinbase · 6 hours ago

Concierge, Customer Success Team

Charlotte, NC

Full-time

Onsite

Entry, Mid Level

2+ years exp

Coinbase is a company focused on increasing economic freedom through blockchain technology. As a Concierge in the Customer Success Team, you will provide exceptional service to high-value customers by managing relationships, resolving issues, and educating them about Coinbase products and features.

BitcoinBlockchainCryptocurrencyFinTechTrading Platform

Comp. & Benefits

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

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

Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase

Responsible for providing support for Coinbase customers across multiple channels (phone, messaging & email) by investigating, troubleshooting and resolving customers' trading related issues

Qualification

FINRA License series 7 & 63Financial services experienceSecurities trading knowledgeRelationship managementCustomer service experienceCommunication skillsCryptocurrencyGoogle apps proficiencyJIRA knowledgeSalesforce Service CloudAmazon Connect knowledge

Required

FINRA License series 7 & 63

Motivated by Coinbase's mission, creating a seamless experience for our trading customers and driving product adoption

Minimum of 2+ year 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, passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high value Coinbase power users