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 end-to-end design vision and execution across the full CX product: surface, spanning Help Center, Chatbot, Voicebot, and the in-app Concierge support experience.
Drive MVP and future-state concepts across the AI-powered support ecosystem,: including self-service flows, conversational interactions, escalation paths, and proactive outreach surfaces.
Lead design for Concierge, Coinbase's premium support product, translating a: $50M+ revenue goal into a high-touch, differentiated in-app experience.
Partner with Product, Engineering, and CX Operations to ground design: decisions in real support data, automation performance metrics, and customer satisfaction signals.
Shape a reusable design system pattern library for AI-powered support,: collaborating with the Coinbase Design System team to ensure consistency across Help Center, Chatbot, and Voicebot.
Build direct relationships with customers and support agents to generate: insights that influence how Coinbase delivers world-class support at scale.
What they're looking for
- + years of Product Design experience with meaningful work on support,: service, conversational UI, or AI-powered interfaces.
- Track record of shipping end-to-end product design across both: customer-facing and operator-facing (agent/internal tooling) surfaces within cross-functional teams.
- Demonstrated ability to work autonomously across a complex, multi-surface: product ecosystem, from early concept through production launch.
- Mastery of visual design, interaction design, and conversation flow design,: with fluency in Figma and modern prototyping tools.