Customer service manager ( Concierge Agent)

Job Title: Coinbase Concierge (Germany Market)Contract Type: Remote –Germany basedBudget: €34 per hour⸻About CoinbaseWe’re Coinbase — the world’s most trusted way to join the crypto revolution, serving over 73 million accounts across 100+ countries.Our mission is to increase economic freedom worldwide, and we can’t achieve that without hiring the best people.We’re a team of passionate builders shaping the future of finance and Web3 — from trading and staking to crypto payments and custody. Think of us as the ones who always lead the group project.At Coinbase, we: • Default to trust • Embrace feedback • Disrupt ourselvesWe hire people who are excited to learn, adapt fast, and thrive in our remote-first, global culture.Ready to #LiveCrypto?⸻Who You AreYou’ll thrive at Coinbase if you: • Have good vibes — optimistic, driven, and future-focused. • Are constantly learning — curious about DeFi, NFTs, DAOs, and Web3. • Value direct communication and see feedback as growth fuel. • Can pivot quickly in a fast-evolving environment. • Have a “can-do” attitude, owning challenges from start to finish. • Want to be part of a winning, high-performance team that pushes you to grow.⸻About the RoleAs a Coinbase Concierge, you’ll serve as the primary relationship owner for Coinbase’s most valued customers — ensuring a world-class experience and fostering long-term trust.You’ll work cross-functionally to help clients make the most of Coinbase products and stay ahead in the crypto ecosystem.⸻Key Responsibilities (Germany Market) • Serve as the main contact for high-value consumer customers. • Deliver a premium customer experience through efficient execution and stakeholder alignment. • Manage customer requests end-to-end, collaborating across internal expert teams. • Investigate and resolve complex or escalated issues with a proactive mindset. • Act as a customer advocate, influencing internal processes and product improvements. • Onboard new clients — guide them to set up, secure, and fund their accounts. • Monitor accounts for potential issues and resolve them before escalation. • Educate customers on new features and opportunities (staking, Coinbase One, etc.). • Act as an escalation point for unresolved or high-impact cases. • Continuously simplify and enhance the overall customer journey.⸻What We’re Looking For • Strong alignment with Coinbase’s mission and commitment to customer excellence. • 2+ years’ experience in account management, advisory, or enterprise customer support roles. • Foundational understanding of blockchain, staking, custody, and crypto principles. • Proficiency with Google Suite (Docs, Sheets, Slides) and presentation building. • Exceptional communication and coordination skills across teams. • Flexible, adaptive, and thriving in a fast-paced, high-growth environment. • Fluency in English and German.⸻Nice to Have • Advanced knowledge of cryptocurrency and Coinbase products. • Degree in Business, Finance, Project Management, or Client Experience.⸻Equal Opportunity StatementCoinbase is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive workplace where everyone feels valued, respected, and empowered to contribute fully.