What you’ll be doing (ie. job duties):

📍In partnership with our Product, Engineering and Design teams, you will create and manage mechanisms that connect leaders to the voice of our customers. 📍Use data and customer anecdotes to identify opportunities for new customer facing features. 📍Develop technical requirements and evolve a data-driven and large language model enabled VoC systems that pushes customer insights and business metrics to key product owners. 📍Scale existing customer insight processes within to create a cycle of continuous improvement for our products. 📍Apply strong business analytics skills to synthesize the voice of the customer, business goals, industry trends and Coinbase technology into our goals and objectives for Customer Support. 📍Incorporate market and competitor research to develop key insights that provide inputs to the Coinbase product design decisions.

What We Look For in You (Job Requirements):

📍Mission-Driven: Motivated by Coinbase’s mission and committed to crafting a seamless support experience for our global customer base. 📍Technical Experience: Minimum of 8 years of proven experience in technology program and/or customer support programs, including building and scaling enterprise or customer facing programs with a strong technical foundation. Proficiency in data analytics, third party software solutions, and programmatic system integration is ideal. 📍Leadership: Minimum of 3 years of direct management experience, including managing people managers. 📍Technical Expertise:Technical aptitude with experience in programming languages (e.g., Python, Java), data analysis tools (e.g., SQL, R), and customer experience platforms (e.g., Salesforce, Zendesk). 📍Ability to design and implement technical solutions to complex problems. 📍Industry Knowledge: Experience in financial services and familiarity with global regulatory due diligence requirements. 📍Adaptability: Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization. US-based to enhance affinity with customers and support US-based products and stakeholders