Consumer Content and Knowledge Operations Lead at Coinbase Careers Page

, , United States -

Full Time

Start Date

Immediate

Expiry Date

13 Apr, 26

Salary

116900.0

Posted On

13 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Content Strategy, Knowledge Management, CX Operations, Project Management, Data Analysis, Collaboration, Communication, Automation Tools, AI Workflows, Process Improvement

Industry

Financial Services

Description

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 Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added customer support in crypto. Our team eliminates friction, empowers users via self-service and automation, and optimizes customer interactions to create an effortless experience. The Consumer Content & Knowledge Operations team ensures that knowledge and content are structured, accessible, and optimized for both humans and AI/automation. As a Content & Knowledge Operations Specialist, you will execute on content and knowledge programs, help manage workflows and systems, and translate usage data into actionable improvements. You will partner cross-functionally with Analytics, Automation, Product, and Operations to drive measurable CX and business outcomes. This role is less focused on writing or editing and more on tech-enabled knowledge operations, data-driven decision making, and executional excellence. What You’ll Be Doing Knowledge Operations & Execution Implement and maintain structured knowledge and content in support of self-service, AI-assisted, and agent workflows. Execute on cross-functional content and knowledge requests, ensuring quality, timeliness, and adherence to governance standards. Support rollout of new knowledge systems, content workflows, and automation initiatives. Data-Driven Insights & Optimization Track and analyze knowledge usage, performance, and trends, translating findings into actionable recommendations. Partner with Analytics to measure the impact of knowledge on CX outcomes (deflection, first-contact resolution, handle time, OpEx). Cross-Functional Collaboration & Stakeholder Support Work closely with Product, Operations, Automation, and QA teams to align knowledge operations with broader CX initiatives. Provide guidance and feedback on knowledge workflows and operational best practices. Operational Excellence & Process Management Support capacity planning, prioritization, and execution tracking across knowledge initiatives. Identify inefficiencies or gaps in workflows and propose process improvements. Ensure governance, quality standards, and operational SLAs are maintained consistently. What We Look For in You 2+ years of experience in content strategy, knowledge management, CX operations, or similar operational roles. Experience managing structured content or knowledge systems in a high-volume, high-growth environment. Strong comfort with technology, automation tools, and/or AI-assisted workflows. Demonstrated ability to use data and analytics to drive decisions and optimize operational outcomes. Strong project management skills: prioritization, capacity management, and deadline execution. Excellent collaboration and communication skills with cross-functional teams. Nice to haves: Experience in fintech, crypto, or highly regulated industries. Familiarity with knowledge systems, CMS platforms and workflow tools (e.g. Jira, Salesforce). Experience analyzing content or knowledge performance with BI tools (Looker, Tableau, etc.). Exposure to AI, LLMs, or other automation tools in a content/knowledge context. P72887 Pay Transparency Notice: Depending on your work location, 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, vision and 401(k)). Base salary range shown. Total compensation also includes equity and bonus eligibility and benefits: $99,365—$116,900 USD 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 Opportunity Coinbase 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 Applicants Depending 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. AI Disclosure For 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

Responsibilities

The role involves implementing and maintaining structured knowledge and content to support self-service and AI-assisted workflows. Additionally, it includes tracking and analyzing knowledge usage to drive improvements in customer experience outcomes.