The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
What you'll do
Lead a high-ownership engineering team building Help Center, social support, and agent knowledge experiences.
Own end-to-end delivery of self-service discovery, conversational and agentic: resolution, intelligent routing, escalation, and human handoff.
Define architecture for secure, reliable, scalable systems spanning search,: knowledge retrieval, chat orchestration, CRM, and ticketing integrations.
Establish evaluation harnesses, quality metrics, feedback loops, and: safeguards for accuracy, groundedness, privacy, and safety.
Partner with Product, Design, CX Operations, Data, Compliance, Legal,: Privacy, and Security on roadmaps, metrics, and execution.
Evaluate build-versus-buy options and operationalize third-party solutions.
What they're looking for
- Break complex initiatives into milestones and drive iterative delivery: through experiments, A/B tests, and measured rollouts.
- Own SLAs, SLOs, monitoring, incident response, and operational readiness.
- Coach, develop, hire, and retain exceptional engineers while fostering an inclusive, collaborative culture.
- Communicate progress, risks, and tradeoffs clearly to technical and non-technical stakeholders.
