The vacancy is well-structured with clear expectations and requirements, though some details on payment terms and processes could improve clarity.
Job description
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.”
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 and services.
- 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.
- Serve as a top-tier escalation point for specialized issues, incidents, and recovery strategies.
- 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.
Requirements
- 4+ years of experience in customer success, account management, or high-touch client advisory roles within financial services, fintech, or crypto.
- Demonstrated ability to independently manage a portfolio of high-value client relationships, with measurable outcomes in retention, satisfaction, or revenue growth.
- FINRA Series 7 & 63 licenses or CMS license 6A (or willingness to obtain within 12 months of hire).
- Proven track record of resolving complex, cross-functional customer issues end to end, including coordinating across Product, Engineering, and Compliance teams.
- Proficiency with CRM and support tooling (e.g., Salesforce, Zendesk) and Google Suite, with experience preparing client-facing materials and business reviews.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Conditions
- Target annual base salary: $96,900 SGD.
- Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
- 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.
About Coinbase
Coinbase Global, Inc. is an American cryptocurrency exchange platform that enables users to buy, sell, trade, store, stake, and transfer cryptocurrencies like Bitcoin and Ethereum. It serves over 100 million users worldwide, operates in more than 100 countries, and provides infrastructure for onchain activities while advocating for crypto regulations.