Concierge, Customer Success Team (orlando, FL)

Coinbase Concierge Opportunity

Ready to be pushed beyond what you think you're capable of? At Coinbase, our mission is to increase economic freedom in the world. We're seeking a very specific candidate who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. 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 focused 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:

• 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.

What we look for in you:

• 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.
• Nice to haves:
• FINRA License Series 3, 4, 65, or 66.
• Knowledge of Cryptocurrency and Coinbase Products
• Understanding of Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.

Note: We are only targeting candidates based in Orlando, FL at this time!

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, vision and 401(k)). Pay Range: $40.01—$40.01 USD

Commitment to Equal Opportunity Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.