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Concierge Specialist IV
Skills
AdoptionBusinessBusiness Relationship ManagementCustomer ExperienceCustomer SuccessDerivativesEnglish
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- 4+ years in customer success account management or high-touch client advisory roles within financial services fintech or crypto
- Familiarity with derivatives products
- Professional fluency in Mandarin and English
- Experience managing high-value client relationships with measurable retention satisfaction or revenue outcomes
- Ability to resolve complex cross-functional issues end to end
- Current or prior CISI Investment Operations Certificate IOC or willingness to obtain
- Ability to support on-call coverage including weekends
- Responsible use of generative AI with human oversight
Nice to have
- Senior
- Client-focused
- Proactive
- Collaborative
- Analytical
- Mentoring
Day to day
- Serve as the senior relationship owner for Coinbase's highest-value customers, delivering highly personalized support across products and services.
- Resolve complex escalated issues by working closely with Product Engineering Compliance and Operations to identify root causes and implement lasting fixes.
- Proactively drive onboarding product adoption and customer education while mentoring junior agents and improving team processes through customer insights.
Hiring process
- Submit application
- Complete initial screening interview
- Participate in AI-assisted interview process
- Attend further interviews as needed