Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
The CXAI Engineering team sits within Coinbase’s Consumer Engagement and Experience (CEE) org. Our mission is to deliver a world-class, trusted Support experience through a unified Help Center and AI-powered automated chat resolution. We build the platforms, tooling, and intelligent automation that help customers quickly resolve issues, reduce friction, and get back on-chain—while ensuring a secure, compliant, and consistent experience. CXAI Engineering owns the end-to-end user journey across self-serve and assisted support: help center content discovery, deflection and case avoidance, conversational support experiences, routing and escalation to human agents, and the quality/analytics loops that continuously improve resolution outcomes. We partner closely with CX Operations, Compliance, Legal, and Product to increase containment and resolution rates, reduce support cost, and maintain high standards for safety, privacy, and regulatory compliance.
We are hiring an Engineering Manager to lead and scale the team responsible for Coinbase’s Help Center and automated chat resolution platform. In this role, you will drive execution and technical strategy for AI-assisted self-serve support, improving resolution rates and customer experience while meeting Coinbase’s security, compliance, and cost goals. You will manage an agile, high-ownership engineering team that delivers measurable impact through reliable platforms, thoughtful experimentation, and tight cross-functional collaboration.
You’ll be accountable for building and operating systems that power customer-facing support at Coinbase—balancing product velocity with operational excellence, safety, and compliance. We’re looking for a leader who thrives in ambiguity, develops strong engineers, and can translate customer and agent pain points into scalable platform solutions.
What you’ll be doing (ie. job duties):
- Lead a high-ownership engineering team building Coinbase’s Help Center and automated chat resolution experiences, improving customer outcomes while reducing cost-to-serve.
- Own the end-to-end delivery of key customer support capabilities including self-serve discovery, conversational resolution, intelligent routing/escalation, and seamless handoff to human support when needed.
- Partner with Product, Design, CX Operations, and cross-functional stakeholders (e.g., Risk, Compliance, Legal, Privacy, Security) to define quarterly roadmaps, success metrics, and execution plans.
- Drive build vs. buy evaluations for CX automation and knowledge solutions; collaborate with third-party vendors to integrate, validate, and operationalize capabilities that accelerate iteration.
- Establish and evolve the technical architecture for secure, reliable, and scalable customer support systems (including search, knowledge retrieval, chat orchestration, and integrations with CRM/ticketing).
- Break down complex initiatives into incremental milestones; guide the team to ship iteratively through experiments, A/B tests, and measured rollouts.
- Ensure a high-quality customer experience by owning engineering SLAs/SLOs, incident response practices, monitoring, and operational readiness for customer-facing systems.
- Build systems and processes that improve answer quality and resolution accuracy, including evaluation frameworks, feedback loops, and continuous improvement mechanisms.
- Create a culture of innovation and technical excellence—encouraging new ideas, vetting them rigorously, and converting the best into shipped improvements.
- Anticipate risks (e.g., degraded answer accuracy, unsafe responses, privacy issues, integration failures) and implement safeguards such as policy enforcement, auditability, and human escalation paths.
- Coach and develop engineers through clear expectations, actionable feedback, and career growth plans; foster an inclusive, collaborative team environment.
- Partner with Recruiting and Talent to hire and retain exceptional engineers who strengthen Coinbase’s culture and raise the team’s bar.
- Communicate progress and tradeoffs effectively to technical and non-technical audiences through regular updates, clear narratives, and metric-driven reporting.
- Translate complex technical concepts (e.g., model behavior, retrieval quality, system reliability) into plain language so stakeholders across the company can make informed decisions.
What we look for in you (ie. job requirements):
- At least 8 years of experience in software engineering, with a track record of delivering customer-facing products and platforms.
- At least 2 years of engineering management experience leading high-performing teams, including hiring, coaching, performance management, and org health.
- Strong technical foundation: you know what high-quality code and engineering processes look like (design reviews, testing strategy, code review rigor, operational readiness) and can foster an environment that consistently produces them.
- Execution-focused with the ability to navigate ambiguity, set clear priorities, and drive measurable outcomes in a fast-moving environment.
- Ability to balance long-term platform strategy with short-term planning and iterative delivery (e.g., experiments, incremental rollouts, and continuous improvement).
- Experience building, delivering, and operating multi-tenant, distributed systems at scale, with a strong understanding of reliability, performance, and security considerations for critical user-facing services.
- Proven ability to build order out of chaos with minimal guidance—creating structure, crisp roadmaps, and predictable delivery from loosely defined problem spaces.
- Strong product and UX sensibilities; passion for human interface tools and customer experiences that are efficient, accurate, and delightful (e.g., self-serve help, chat-based resolution, search, and escalation flows).
- Experience partnering cross-functionally with Product, Design, Data, Operations, and senior leadership; able to translate between technical and non-technical stakeholders.
- Strong agile mindset; able to orchestrate resources effectively in constrained environments while maintaining quality and reliability.
- Passion for building an open financial system that brings the world together.
Nice to haves:
- Experience building or maintaining foundational infrastructure or shared platform libraries used broadly in production (e.g., service frameworks, rate limiting, caching/data clients, circuit breakers, observability integrations).
- Experience with cloud and modern infrastructure stacks such as AWS, Kubernetes, Terraform, CircleCI, BuildKite (or similar).
- Experience with at least two of the following: SQL/NoSQL databases, gRPC, GraphQL, Kafka, message queues.
- Proficiency in Ruby or Golang (or demonstrated ability to ramp quickly in one of them).
- Bonus: experience with support platforms and/or AI-assisted customer experiences (Help Center, chat automation, knowledge search, LLM/RAG systems), including quality evaluation and safe/secure handling of user data.
Job #: P75782
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision).
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal OpportunityCoinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and ApplicantsDepending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.
AI DisclosureFor select roles, 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. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, 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.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com
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