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 the Help Center roadmap across search quality, article strategy, AI: summaries, and self-service flows serving millions of global customers.
Improve Automation Rate and CSAT by identifying high-impact opportunities to: deflect contacts via better self-service, smarter surfacing, and proactive resolution.
Build AI-integrated search and content experiences with ML/LLM partners to: enhance relevance, summaries, and contextual Quick Actions.
Partner with CX Ops, Content Design, Engineering, and Data Science to: maintain accurate, high-coverage knowledge across geographies and languages.
Define and track funnel metrics (Automation Rate, Search AtR, CSAT,: escalation rate) and use data to drive prioritization.
Collaborate with internal platform teams and 3P vendors to keep chat, voice,: and agent-tool integrations seamless and current.
