Lead the Help Center product strategy at Coinbase, enhancing customer self-service through AI-powered solutions.
Skills & Technologies
AI in the day-to-day
Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews.
Requirements
- Experience
- 5+ years
Benefits
Joblaze summary
In the role of Senior Product Manager for the Help Center at Coinbase, the individual will focus on enhancing the self-service experience for customers by developing AI-driven search and personalized content strategies. Key skills include a strong background in product management, particularly with customer-facing platforms and AI/ML technologies, as well as the ability to analyze support metrics to drive improvements. This position is suited for experienced professionals who thrive in a fast-paced environment and can collaborate effectively across various teams. Coinbase's commitment to innovation and high standards creates a dynamic atmosphere for impactful work.
Joblaze insights
- Listed today on Joblaze — tracked directly from Coinbase's career page.
- Coinbase has 132 other open roles including Staff Technical Program Manager, CX Agent Experience, Software Engineer, Counsel, Commercial.
- 1710 active AI/ML roles on Joblaze right now.
- 527 active Salesforce roles on Joblaze right now.
- 49 active Zendesk roles on Joblaze right now.
- Salary band is above the typical range for Product roles (median ~$180,000).
Quick facts
- Is the Senior Product Manager, Help Center (CX Automation) role remote?
- It's hybrid — Coinbase expects some on-site time in India.
- What's the salary range?
- Coinbase lists INR 6,612,600–INR 6,612,600 for this role.
- How much experience is required?
- At least 5 years of relevant experience for this Senior Product Manager, Help Center (CX Automation) role.
- Where is the role based?
- Coinbase is hiring for this position in India.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Freshdesk, AI/ML, Knowledge Management, Salesforce, Search, Zendesk.
- What seniority level is this role?
- Coinbase targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Product Manager, Help Center (CX Automation) role at Coinbase.
From the original posting
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.
The CX Automation team within Enterprise Applications & Architecture engineers seamless, intelligent customer experiences by maximizing automation across support surfaces. As Senior Product Manager for the Help Center, you’ll own Coinbase’s primary self-service channel—where most customers first seek support. You’ll drive Automation Rate and customer satisfaction by building AI-powered search, personalized article experiences, and self-service workflows that resolve issues before they reach an agent.
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.
Required Skills and Experience
- 5+ years in product management owning customer-facing surfaces, content platforms, or self-service products.
- Experience building or improving search, knowledge management, or self-service—ideally with AI/ML-powered search, recommendations, or RAG retrieval.
- Proven ability to define and use support/self-service metrics (automation, deflection, CSAT, escalation) to inform decisions.
- Strong cross-functional collaboration across content, engineering, operations, and analytics without owning end-to-end UX.
- Experience with Help Center or knowledge base platforms (Contentful, Zendesk, Freshdesk, Salesforce, or similar CMS/support tooling).
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
- 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.