Overview
At Coinbase, our mission is to increase economic freedom in the world. We’re seeking an Institutional Prime Client Services Specialist to join a high performing team of client servicing professionals. You will serve as a subject matter specialist for Coinbase’s institutional suite of products (Prime, Custody), providing premier client service and operations to our most valued institutional clients and coverage teams. You will work with high caliber colleagues, use your product and crypto expertise, and help build the crypto economy.
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.
Job #: P70855
Pay transparency: The target annual salary for this position can range as detailed below. Full-time offers from Coinbase also include target bonus, target equity, and benefits (including medical, dental, and vision).
Note: This posting may include additional information for applicants; the company is committed to equal opportunity and to providing reasonable accommodations when needed.
What you’ll be doing (job duties)
* Serve as a product and service domain expert for institutional clients across the lifecycle of the client relationship and activity on the platform.
* Operationalize new and existing policies, processes, and procedures related to the Client Services scope, ensuring alignment to risk and control requirements.
* Navigate multiple channels, supporting our highest value customers and institutions on Coinbase’s institutional products, including complex workflows across analytics, account maintenance and client management, incident and escalation management, billing and audit, reporting, allocations, cold storage and wallet management.
* Be a key member of a global 24x7 operating model for Prime Broker Client Service and Operational support, directing client service to global institutional clients across all tiers via phone, email and video calls; serve as Prime Service and Operational expert for Sales and Account Management queries.
* Perform operational crypto/fiat movement, reporting activities, and wallet management on behalf of critical client relationships; help large, complex institutional clients manage nuances of crypto and product classes.
* Set a high bar for support analysts by modeling strong performance and work ethic.
* Facilitate prospect and client demo calls as a subject matter expert on the Prime Broker suite of services and assist with new business generation.
* Apply effective project management, prioritization, and execution to deliver against responsibilities; manage cross-functional projects aligned to OKRs.
* Represent the voice of the customer to internal teams including Program Management, Engineering and Product when surfacing bugs, incidents, and product feedback.
What we look for in you (job requirements)
* Motivated by Coinbase’s mission and providing a seamless client servicing experience for the global institutional client base while maintaining operational risk and controls.
* Experience with high-priority or institutional clients, compliance, trading, product support, payments, fraud, and/or other relevant client servicing and operational domains.
* Understanding of cryptocurrency, global financial markets, and/or complex trading platforms; cryptocurrency client servicing experience is a plus.
* Minimum 4 years in an institutional client servicing role with direct contact to institutional clients, in traditional financial institutions support or crypto company client support.
* Experience with different channels of support, including voice, e-mail and/or chat.
* Must work in a defined shift; weekend support is required.
* Excellent communication skills to operate across multiple departments, stakeholders, and clients.
* Ability to identify gaps and drive change or suggest improvements.
* Flexible and adaptable to evolving needs of a high-growth, fast-paced organization.
Nice to have
* High level of proficiency in cryptocurrency and Coinbase products.
Job #: P70855
Pay Range: €29.23 EUR - €29.23 EUR
Equal Opportunity Employer notice: Coinbase is committed to diversity in its workforce and 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 identity or expression, sexual orientation, or any other basis protected by applicable law. Coinbase will also consider qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.
Reasonable accommodation: Coinbase provides reasonable accommodations to individuals with disabilities for the employment process. If you need an accommodation, please contact accommodations@coinbase.com.
Global Data Privacy Notice for Job Candidates and Applicants: Depending on location, GDPR and CCPA may regulate how we manage applicant data. A full notice is available here. By submitting your application, you agree to our data processing terms. For US applicants, submission may indicate agreement to arbitration of disputes as described here.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Other
Industries
* Technology, Information and Internet
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