Skills
Customer Experience Leadership
High-Touch Customer Service
Program Scaling
About the Role
Coinbase is looking for a Director of Premium & Wealth to lead and scale white-glove service for our highest-value customers, including high-net-worth individuals. This role is ideal for a leader who thrives in a fast-paced environment and is motivated by building the future of finance with teams that set a high bar for quality.
Responsibilities
- Lead, scale, and operationalize premium customer experiences for Coinbase’s wealth segments.
- Drive delivery of high-touch support and service standards for top-tier customers.
- Partner cross-functionally to improve customer outcomes, responsiveness, and overall service quality.
- Build processes and governance that ensure consistent, world-class service at scale.
- Coach and develop team members to strengthen performance and customer impact.
Requirements
- Proven leadership experience delivering premium or high-touch customer service for high-value audiences.
- Strong ability to scale programs, processes, and service models without sacrificing quality.
- Excellent stakeholder management and cross-functional collaboration skills.
- Comfort operating in an intense, high-accountability environment.
Benefits
- Remote-first culture with periodic in-person “surges” for focused working sessions.
- Opportunity to work on mission-driven products that expand economic freedom.
- High-performance team environment that supports growth and impact.
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