Content Strategist, RFP
PayPal
Specialist, Prime Client Services
Coinbase
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteSalary
💰 $46 - $54 per hour
Job Level
Mid-LevelSenior
About the role
- Act as a product and service expert for Coinbase’s institutional clients, providing end-to-end support across their lifecycle on the platform.
- Navigate and execute complex workflows, including analytics, account maintenance, client management, incident and escalation management, billing, audit processes, reporting, allocations, cold storage, and wallet management.
- Deliver direct client service and support to institutional clients through phone, email, and video calls, ensuring queries are resolved with accuracy and professionalism.
- Facilitate client demo calls, serving as a subject matter expert for the Prime Broker suite of services, and address technical cryptocurrency-related questions.
- Operationalize new and existing policies, processes, and procedures, ensuring alignment with risk and control requirements.
- Support product launches by driving operational readiness and ensuring seamless integration for institutional clients.
- Serve as a key member of the global 24x7 operating model, balancing deep product expertise with high-touch client support.
- Collaborate with internal teams, including Sales, Account Management, Program Management, Engineering, and Product, to resolve issues, surface client feedback, and drive product enhancements.
- Lead or contribute to cross-functional projects with alignment to organizational OKRs, leveraging effective project management skills.
- Identify gaps in processes, policies, or tools, and recommend or implement improvements to enhance client service delivery.
Requirements
- Passionate about Coinbase’s mission, with a focus on delivering exceptional client servicing experiences while maintaining operational risk and control standards.
- 4+ years of experience supporting high-priority institutional clients in compliance, trading, product support, payments, or fraud.
- Strong knowledge of cryptocurrency, global financial markets, and trading platforms, with the ability to turn technical concepts into actionable solutions.
- Proven ability to manage high-stakes interactions and resolve complex technical and operational issues under pressure.
- Excellent communication skills for effective collaboration across teams and with clients.
- Flexibility to work shifts, including weekends, in a dynamic 24/7 environment.
