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
Own new hire onboarding support operations, including Slack-based: troubleshooting, Day 1 issue resolution, and facilitated sessions for high-touch or specialized cohorts
Manage the global onboarding support rotation, ensuring regional coverage and: readiness, and train rotating team members on onboarding standards and processes
Lead intake, triage, and escalation of onboarding-related requests through: ticketing systems, coordinating with partner teams to resolve blockers impacting new hires
Maintain the Computer Setup Guide and onboarding knowledge base, ensuring: documentation stays accurate and aligned with live UI, system behavior, and operational workflows
Drive onboarding workflow improvements by identifying repetitive issues and: piloting low-code automations, bots, and AI-assisted support motions that reduce manual work at scale
Track and surface operational metrics on onboarding quality, ticket trends,: and support efficiency, using data to recommend process and tooling improvements
What they're looking for
- + years in IT service desk, IT support, or onboarding operations with: hands-on experience supporting employees through account setup, device readiness, and Day 1 workflows
- Demonstrated ownership of recurring operational processes with proven ability: to maintain accuracy across documentation, knowledge bases, and support workflows
- Experience triaging and resolving issues in ticketing systems (e.g., Jira: Service Management) and support channels (e.g., Slack), including escalation coordination with cross-functional stakeholders
- Track record of identifying operational patterns and translating findings: into measurable process improvements, automation, or workflow optimizations
