Lead a high-touch CX team serving HNW/UHNW/VIP customers across international markets. Own operational performance, coach specialists, manage escalations with Compliance/Risk, and convert feedback into SOPs, tooling, and policy improvements.

Partner with customers and sales to architect and implement distributed systems using Coinbase APIs. Build open-source SDKs and reference implementations, lead end-to-end customer implementations, resolve technical roadblocks, and collaborate with product and engineering to extend core capabilities for strategic clients.

Manage end-to-end relationships with Coinbase's highest-value customers, resolve complex escalations cross-functionally, drive onboarding and product adoption, mentor junior Concierge agents, surface customer feedback to improve processes, and provide on-call support including weekends.