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.
About the team
The CXAI Engineering team sits within Coinbase’s Consumer Engagement and Experience (CEE) organization. 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 resolve issues quickly, 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 both self-serve and assisted support, including:
- Help Center content discovery
- Deflection and case avoidance
- Conversational support experiences
- Intelligent routing and escalation to human agents
- Quality and analytics feedback loops that continuously improve outcomes
We partner closely with CX Operations, Compliance, Legal, Privacy, Security, and Product to increase containment and resolution rates, reduce support costs, and maintain high standards for safety 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 define and drive technical strategy and execution for AI-assisted self-serve support—improving resolution rates and customer experience while meeting security, compliance, reliability, and cost goals. You will lead a high-ownership, agile engineering team that delivers measurable impact through reliable platforms, thoughtful experimentation, and strong cross-functional collaboration. You’ll be accountable for building and operating the systems that power customer-facing support—balancing product velocity with operational excellence, safety, and compliance. We’re looking for a leader who thrives in ambiguity, develops strong engineers, and translates customer and agent pain points into scalable platform solutions.
What you’ll be doing:
- Lead a high-ownership engineering team building Help Center and automated chat resolution experiences that improve customer outcomes while reducing cost-to-serve.
- Own end-to-end delivery of core support capabilities, including self-serve discovery, conversational resolution, intelligent routing and escalation, and seamless handoff to human agents.
- Partner with Product, Design, CX Operations, and cross-functional stakeholders (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 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 CRM/ticketing integrations.
- Break down complex initiatives into incremental milestones and guide the team to ship iteratively through experiments, A/B testing, and measured rollouts.
- Own engineering SLAs/SLOs, incident response, monitoring, and operational readiness for customer-facing systems.
- Build evaluation frameworks, feedback loops, and continuous improvement mechanisms that enhance answer quality and resolution accuracy.
- Anticipate and mitigate risks (e.g., degraded answer quality, unsafe responses, privacy issues, integration failures) through safeguards such as policy enforcement, auditability, and human escalation paths.
- Foster a culture of innovation and technical excellence by encouraging new ideas, rigorously evaluating them, and shipping high-impact improvements.
- Coach and develop engineers through clear expectations, actionable feedback, and career growth plans.
- Partner with Recruiting and Talent to hire and retain exceptional engineers who raise the team’s bar.
- Communicate progress, tradeoffs, and metrics clearly to technical and non-technical audiences.
- Translate complex technical concepts (e.g., model behavior, retrieval quality, system reliability) into plain language to enable informed decision-making across the organization.
What we look for in you
- 8+ years of software engineering experience, with a track record of delivering customer-facing products and platforms.
- 2+ years of engineering management experience leading high-performing teams, including hiring, coaching, performance management, and org health.
- Strong technical foundation with deep understanding of high-quality engineering practices (design reviews, testing strategy, code review rigor, operational readiness).
- Execution-focused leader who can navigate ambiguity, set clear priorities, and drive measurable outcomes in fast-moving environments.
- Ability to balance long-term platform strategy with iterative, experiment-driven delivery.
- Experience building and operating multi-tenant, distributed systems at scale, with strong understanding of reliability, performance, and security for critical user-facing services.
- Proven ability to create structure and predictable delivery from loosely defined problem spaces.
- Strong product and UX sensibilities; passion for building efficient, accurate, and delightful customer experiences (self-serve help, chat resolution, search, escalation flows).
- Experience partnering cross-functionally with Product, Design, Data, Operations, and senior leadership.
- Strong agile mindset with the ability to orchestrate resources effectively 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 modern cloud infrastructure (e.g., 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).
- Experience with support platforms and/or AI-assisted customer experiences (Help Centers, chat automation, knowledge search, LLM/RAG systems), including quality evaluation and secure handling of user data.
Job #: P75782
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).
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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