Customer service manager

vor 19 Stunden

Frankfurt am Main, Hessen, Deutschland galitechOnline Vollzeit

Job Title: Coinbase Concierge (Germany Market)

Contract Type: Remote –Germany based

Budget: €34 per hour

⸻

About Coinbase

We're Coinbase — the world's most trusted way to join the crypto revolution, serving over 73 million accounts across 100+ countries.

Our mission is to increase economic freedom worldwide, and we can't achieve that without hiring the best people.

We're a team of passionate builders shaping the future of finance and Web3 — from trading and staking to crypto payments and custody. Think of us as the ones who always lead the group project.

At Coinbase, we:


• Default to trust


• Embrace feedback


• Disrupt ourselves

We hire people who are excited to learn, adapt fast, and thrive in our remote-first, global culture.

Ready to #LiveCrypto?

⸻

Who You Are

You'll thrive at Coinbase if you:


• Have good vibes — optimistic, driven, and future-focused.


• Are constantly learning — curious about DeFi, NFTs, DAOs, and Web3.


• Value direct communication and see feedback as growth fuel.


• Can pivot quickly in a fast-evolving environment.


• Have a "can-do" attitude, owning challenges from start to finish.


• Want to be part of a winning, high-performance team that pushes you to grow.

⸻

About the Role

As a Coinbase Concierge, you'll serve as the primary relationship owner for Coinbase's most valued customers — ensuring a world-class experience and fostering long-term trust.

You'll work cross-functionally to help clients make the most of Coinbase products and stay ahead in the crypto ecosystem.

⸻

Key Responsibilities (Germany Market)


• Serve as the main contact for high-value consumer customers.


• Deliver a premium customer experience through efficient execution and stakeholder alignment.


• Manage customer requests end-to-end, collaborating across internal expert teams.


• Investigate and resolve complex or escalated issues with a proactive mindset.


• Act as a customer advocate, influencing internal processes and product improvements.


• Onboard new clients — guide them to set up, secure, and fund their accounts.


• Monitor accounts for potential issues and resolve them before escalation.


• Educate customers on new features and opportunities (staking, Coinbase One, etc.).


• Act as an escalation point for unresolved or high-impact cases.


• Continuously simplify and enhance the overall customer journey.

⸻

What We're Looking For


• Strong alignment with Coinbase's mission and commitment to customer excellence.


• 2+ years' experience in account management, advisory, or enterprise customer support roles.


• Foundational understanding of blockchain, staking, custody, and crypto principles.


• Proficiency with Google Suite (Docs, Sheets, Slides) and presentation building.


• Exceptional communication and coordination skills across teams.


• Flexible, adaptive, and thriving in a fast-paced, high-growth environment.


• Fluency in English and German.

⸻

Nice to Have


• Advanced knowledge of cryptocurrency and Coinbase products.


• Degree in Business, Finance, Project Management, or Client Experience.

⸻

Equal Opportunity Statement

Coinbase is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive workplace where everyone feels valued, respected, and empowered to contribute fully.

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