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Ready to do the most impactful work of your career? At Coinbase we are uncompromising on our mission to increase economic freedom. The bar is high the environment is intense and we like it that way. This isn't a place for complacency it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough" you belong here. Coinbase is a remote-first but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
You'll join the Customer Experience and Engagement product team as its founding design hire owning end-to-end design across Coinbase's AI-first customer support platform. The team builds the Help Center Chatbot Voicebot and the premium Concierge support experience embedded inside the Coinbase app with a mission to automate 90%+ of customer interactions by EOY 2026 while delivering the highest-quality support experience in fintech. You'll define the design vision across this full product surface and shape how millions of customers get help driving measurable impact on automation quality customer satisfaction and Concierge revenue.
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.
Required skills & experience:
- 7+ 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.
- Strong cross-functional communication and stakeholder management across engineering product operations and executive audiences.
- Utilizes generative AI responsibly maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency cost and quality.
Position ID: P77404
#LI-Remote
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility and benefits (medical dental vision 401(k)).
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability protected veteran status or genetic information. Applicants with criminal histories will be considered consistent with applicable federal state and local laws.
- US Applicants: View Employee Rights Know Your Rights and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application you agree to our Candidate Privacy Notice. US applicants: By submitting your application you agree to Arbitration of Disputes.
- AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.
Skills Required
- 7+ 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 customer-facing and operator-facing (agent/internal tooling) surfaces
- Ability to work autonomously across a complex multi-surface product ecosystem from concept through launch
- Mastery of visual design interaction design and conversation flow design
- Fluency in Figma and modern prototyping tools
- Strong cross-functional communication and stakeholder management (engineering product operations executives)
- Experience using generative AI responsibly to produce business-ready outputs and measurable workflow improvements
What the Team is Saying
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Coinbase Compensation & Benefits Highlights
How does Coinbase ensure its pay and bonus plans are competitive?
Coinbase uses a market-driven pay-for-performance approach to keep pay and bonus plans competitive. Coinbase regularly benchmarks roles against leading technology and fintech companies using external market data and reviews its compensation programs on a recurring basis to ensure salary bonus and equity remain aligned with the broader market and business goals. Annual bonus and equity programs are tied to both company results and individual impact so when Coinbase and its people perform total rewards reflect that performance.
Coinbase Insights
What We Do
Crypto creates economic freedom by ensuring that people can participate fairly in the economy and Coinbase (NASDAQ: COIN) is on a mission to increase economic freedom for more than 1 billion people. We’re updating the century-old financial system by providing a trusted platform that makes it easy for people and institutions to engage with crypto assets including trading staking safekeeping spending and fast free global transfers. We also provide critical infrastructure for onchain activity and support builders who share our vision that onchain is the new online. And together with the crypto community we advocate for responsible rules to make the benefits of crypto available around the world.
Why Work With Us
We have the opportunity to accelerate the pace of innovation in the world by building an open financial system. Our vision is to create more economic freedom in the world to help people control their own wealth start companies have financial privacy and participate in the global economy. And to get us there we focus build and move as a team.
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Employees work remotely.
Coinbase is remote-first which enables us to innovate build and move quickly. Our teams are able to work effectively from around the globe with time for in-person offsites and team meetups to enhance collaboration and connection.
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