Concierge Specialist IV
The Blockchain Association is the collective voice of the crypto industry in the United States. It represents over 100 members from the sector's leading investors, companies, and projects to advocate for a pro-innovation national policy and regulatory framework for the crypto economy.
Funding
Investors
About Blockchain Association
Blockchain Association is the collective voice of the crypto industry in the United States. With over 100 members, including the sector’s leading investors, companies, and projects, it works to support a future-forward, pro-innovation national policy and regulatory framework for the crypto economy. The association's mission is to advance the future of crypto in the U.S. by promoting the potential of blockchain technology and shaping policy that ensures its success.
Skills
About the Role
You are a Concierge Specialist IV responsible for acting as a senior subject matter expert and relationship owner for our highest value customers. You will provide world class, personalized service delivering a seamless experience across products. You will own complex customer relationships end to end, mentor junior Concierge agents, and drive measurable improvements in satisfaction, retention, and product adoption.
Requirements
- 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto, including familiarity with derivatives products.
- Professional fluency in both Mandarin and English, with the ability to communicate confidently in a business and customer-facing capacity.
- Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth, including resolving complex cross-functional issues end to end.
- Currently holds or has previously held a CISI Investment Operations Certificate (IOC), or willingness to obtain.
- Able and willing to support on-call coverage and manage escalations outside normal working hours, including weekends.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Responsibilities
- Own and deepen relationships with a portfolio of Coinbase's highest-value customers, serving as their primary point of contact and trusted advisor across all products.
- Lead resolution of complex, escalated customer issues by partnering cross-functionally with Product, Engineering, Compliance, and Operations to identify root causes and drive systemic fixes.
- Drive customer onboarding and product adoption by proactively educating clients on new features, staking, Coinbase One, and other value-added services tailored to their needs.
- Partner with CX leadership to identify trends, surface customer feedback, and shape process improvements that reduce friction and strengthen trust in Coinbase.
- Mentor and support junior Concierge agents on relationship management, issue resolution, and best practices, raising the overall quality bar for the team.
Benefits
- Medical, dental, and vision benefits
- Equity and bonus eligibility