Specialist, Prime Client Services

<div class="content-intro"><p>Ready to be pushed beyond what you think you’re capable of?</p> <p>At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.</p> <p>To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.</p> <p>Our <a href="https://www.coinbase.com/mission">work culture</a> is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.</p> <p>While many roles at Coinbase are remote-first, we are not remote-only. 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.</p></div><p>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.</p> <p>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 while operating within a robust risk and controls environment. Cross functional collaboration is required to deliver white glove client service and continuously improve how we support clients. This entails partnership with teams such as: Prime Product, Engineering, Account Management, Compliance, and Treasury.</p> <p><strong>What you’ll be doing:</strong></p> <ul> <li>Serve as a key member of a global 24x7 operating model for Prime institutional client service and operational workflow support. </li> <li>Own institutional client operational queries end‑to‑end across all channels (email, phone, video call), adhering to client query response and resolution service level agreements, </li> <li>Operate with attention to detail, driving high quality output and first contact resolution with clear, well‑documented outcomes.</li> <li>Facilitate client demo calls, serving as subject matter expert on Prime suite of services and answering technical cryptocurrency related questions.</li> <li>Support client journey workflows such as account setup and maintenance, access and permissions, trading and funding, reporting, billing, and staking.</li> <li>Operationalize new and existing policies, processes, and procedures related to team scope and new product launches, ensuring alignment to risk and control requirements. </li> <li>Operate with a strong sense of urgency around problem resolution and ability to escalate effectively towards resolution.</li> <li>Drive client experience, process and tooling improvements, including surfacing data-driven UI improvement suggestions, workflow optimization suggestions, including usage of AI and other automated workflow tooling </li> <li>Model best practices for both inte ... (truncated, view full listing at source)