Specialist, Prime Client Services

As an Institutional Prime Client Services Specialist you’ll join a high performing team of client servicing professionals whose performance is critical to Coinbase achieving its mission. 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. Diligent, insightful, and have a bias towards action, you will play a crucial role in the success of the Institutional Operations Services organization as we help build the crypto economy. The role goes beyond being the face of Coinbase for our top tier clients as team members are also expected to have a high level of system, product and crypto expertise to ensure client queries are managed autonomously within our exceeds client expectations client model.

What you’ll be doing (ie. 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. Includes understanding and executing complex workflows across analytics, account maintenance and client management, incident and escalation management, billing and audit, reporting, allocations, cold storage and wallet management
• Serve as a key member of a global 24x7 operating model for Prime Broker Client Service and Operational support, balancing product expertise and client management. Direct client service and support to our global institutional clients across all tiers through phone, email and video calls in an articulate and insightful manner. Serve as Prime Service and Operational expert for Sales and Account Management directed queries
• Perform operational crypto/fiat movement, reporting activities, and wallet management on behalf of critical client relationships under the Middle Office as a Service function. Help large, complex institutional clients manage the nuances of crypto and the breadth of our product classes 
• Set a high bar for support analysts within the organization by setting an example through performance and work ethic
• Facilitate prospect and client demo calls, serving as subject matter specialist on the Prime Broker suite of services and answering technical cryptocurrency related questions and application to institutional customers, playing a critical role in new business generation
• Leverage effective project management, conclusive prioritization, and efficient execution to deliver against job responsibilities
• Manage cross functional projects spanning multiple months with direct alignment to organizational OKRs 
• Serve as 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 (ie. job requirements):

• Motivated by Coinbase’s mission and providing a seamless client servicing experience for our 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 with cryptocurrency client servicing experience a plus
• Minimum of 4 years plus in institutional client servicing role with direct contact to institutional clients, either 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, as required by the business. Weekend support is required.
• Fantastic communication skills in order to operate across multiple departments, stakeholders, and clients
• Demonstrate ability to identify gap and drive change or suggest improvements
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization

Job #: 61225