As a Specialist, Prime Client Services 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 (i.e., Job Duties) 

• 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.

What We Look For In You (i.e. job 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.

Nice to Haves:

• Work experience in customer support roles focused on Institutional Client Services or High Net Worth Individuals (HNWIs).
• Industry experience within Traditional Finance, Crypto, or Fintech.
• Familiarity with financial technologies like digital banking, trading platforms, or payment solutions.
• Hands-on experience with complex financial products or crypto custody solutions in regulated environments.
• Bachelor’s degree in Finance, Business, Economics, or a related field preferred.

Job #: P64183