Ready to be pushed beyond what you think you’re capable of?
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.
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.
Our work culture 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.
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.
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 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.
What you’ll be doing:
- Serve as a key member of a global 24x7 operating model for Prime institutional client service and operational workflow support.
- 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,
- Operate with attention to detail, driving high quality output and first contact resolution with clear, well‑documented outcomes.
- Facilitate client demo calls, serving as subject matter expert on Prime suite of services and answering technical cryptocurrency related questions.
- Support client journey workflows such as account setup and maintenance, access and permissions, trading and funding, reporting, billing, and staking.
- Operationalize new and existing policies, processes, and procedures related to team scope and new product launches, ensuring alignment to risk and control requirements.
- Operate with a strong sense of urgency around problem resolution and ability to escalate effectively towards resolution.
- 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
- Model best practices for both internal and external communication and collaboration, including client‑facing and internal Slack communications as well as handovers across regions and teams.
- 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
- Leverage effective project management, conclusive prioritization, and efficient execution to deliver against job responsibilities
What we look for in you:
- 4+ years institutional client service role in financial services, fintech or crypto, with direct ownership of complex, high‑value client relationships and strong comfort working in a CRM case environment.
- Proven ability to work within a strong risk and control framework, including following procedures, runbooks, checklists and approval paths across all client user journey workflows.
- Flexible and adaptable to meet the evolving needs of a high growth and fast paced organization.
- Bias to action and ownership, including proactively unblocking cases, escalating when appropriate, and driving root‑cause analysis and solutions.
- Ability to work in structured shifts in a 24x7 global model, including regional evening hours, week-ends and holiday coverage as required by the business.
- Demonstrated ability to identify process and client experience improvement opportunities.
- Experience across various support channels, including voice, email and/or chat with strong written and verbal communication skills with the ability to:
- Explain complex operational topics in clear and concise language
- Tailor communication style for different audiences (clients, internal stakeholders)
- Write structured case notes, incident summaries and handovers that others can reliably act upon.
Nice to haves:
- High proficiency in cryptocurrency and Coinbase products
- Direct experience servicing crypto focused institutional clients on a Prime, Custody or trading platform.
- Experience using AI‑powered tools (e.g., GPT‑based copilots) in client support, operations or analytics to improve productivity and quality.
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Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision).
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal OpportunityCoinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and ApplicantsDepending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.
AI DisclosureFor select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com
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What the Team is Saying
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What We Do
Crypto creates economic freedom by ensuring that people can participate fairly in the economy, and Coinbase (NASDAQ: COIN) is on a mission to increase economic freedom for more than 1 billion people. We’re updating the century-old financial system by providing a trusted platform that makes it easy for people and institutions to engage with crypto assets, including trading, staking, safekeeping, spending, and fast, free global transfers. We also provide critical infrastructure for onchain activity and support builders who share our vision that onchain is the new online. And together with the crypto community, we advocate for responsible rules to make the benefits of crypto available around the world.
Why Work With Us
We have the opportunity to accelerate the pace of innovation in the world by building an open financial system. Our vision is to create more economic freedom in the world, to help people control their own wealth, start companies, have financial privacy, and participate in the global economy. And to get us there, we focus, build and move as a team.
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Coinbase Offices
Remote Workspace
Employees work remotely.
Coinbase is remote-first, which enables us to innovate, build and move quickly. Our teams are able to work effectively from around the globe with time for in-person offsites and team meetups to enhance collaboration and connection.
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