Specialist, Prime Client Services

📋 Description

• • As a Specialist in Prime Client Services at Coinbase, you will be an integral part of a high-performing global team dedicated to providing exceptional service and operational support to Coinbase's most valued institutional clients.
• • This role is critical to achieving Coinbase's mission of increasing economic freedom in the world by building the future global financial system on the onchain platform.
• • You will act as a subject matter specialist for Coinbase's institutional suite of products, including Prime and Custody, ensuring a premier client service experience.
• • The position demands a diligent, insightful individual with a strong bias towards action, playing a crucial role in the success of the Institutional Operations Services organization.
• • Your responsibilities extend beyond being the primary point of contact for top-tier clients; you are expected to possess a high level of expertise in systems, products, and cryptocurrency to autonomously manage client queries.
• • You will operate within an "exceeds client expectations" model, ensuring all interactions are managed within a robust risk and controls environment.
• • Cross-functional collaboration is essential, requiring close partnership with teams such as Prime Product, Engineering, Account Management, Compliance, and Treasury to deliver "white glove" client service and drive continuous improvement.
• • You will be a key member of a global 24x7 operating model, providing essential client service and operational workflow support.
• • You will own institutional client operational queries end-to-end across all communication channels, including email, phone, and video calls, strictly adhering to defined client query response and resolution service level agreements (SLAs).
• • A meticulous attention to detail is paramount, ensuring high-quality output and achieving first-contact resolution with clear, well-documented outcomes for every client interaction.
• • You will facilitate client demo calls, acting as the subject matter expert for the Prime suite of services and confidently answering technical cryptocurrency-related questions.
• • Your role will involve supporting critical client journey workflows, encompassing account setup and maintenance, access and permissions management, trading and funding operations, reporting, billing, and staking processes.
• • You will be responsible for operationalizing new and existing policies, processes, and procedures related to the team's scope and new product launches, ensuring strict alignment with risk and control requirements.
• • A strong sense of urgency is required for problem resolution, coupled with the ability to escalate issues effectively to ensure timely and satisfactory outcomes.
• • You will actively drive improvements in client experience and operational processes, including surfacing data-driven suggestions for UI enhancements and workflow optimization.
• • You will explore and implement the usage of AI and other automated workflow tooling to enhance efficiency and service quality.
• • You will model best practices for both internal and external communication and collaboration, including managing client-facing and internal Slack communications and ensuring seamless handovers across different regions and teams.
• • Effective project management, conclusive prioritization, and efficient execution are key to successfully delivering on your job responsibilities.
• • You will manage cross-functional projects that span multiple months, with direct alignment to organizational OKRs (Objectives and Key Results).
• • The role requires adaptability and a proactive approach to problem-solving, contributing to the continuous evolution of client services in a fast-paced, high-growth environment.
• • You will contribute to building the crypto economy by ensuring our institutional clients have a seamless and supportive experience with Coinbase's Prime services.