Coinbase CEO Brian Armstrong has announced the introduction of Coinbase Concierge, a premium support service aimed at high-value clients, including Coinbase One Premium subscribers and high-net-worth individuals. The service offers personalized assistance from dedicated human advisors, aiming to set a new standard for customer service in the crypto sector.
The launch comes after a recent security breach in May 2025, where cybercriminals accessed sensitive user data, affecting less than 1% of users. While no funds or private keys were stolen, the incident raised concerns about trust and security. Coinbase Concierge seeks to restore confidence by providing a more secure and reliable support experience.
Armstrong highlighted that early feedback has been positive, with users appreciating the enhanced support. The initiative aligns with Coinbase's broader strategy to attract institutional and high-net-worth clients by offering premium services. The exchange has also been focusing on regulatory compliance, recently securing a MiCA license in Luxembourg.
Despite ongoing legal and regulatory challenges, including a lawsuit in Illinois over biometric privacy violations, Coinbase continues to innovate. The company plans to expand the Concierge service gradually while addressing security and trust issues.