• 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

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

• FINRA License series 7 & 63 (will not initially be sponsoring licenses)
• 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
• 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