Role at a glance
- Salary
- $207.5K – $244.1K/yr
- Location
- Remote - US Remote - US - Zone 1 (Job Requisitions Only)
- Work arrangement
- Remote
- Employment
- Full-time
- Experience
- 7+ years of Product Design experience
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Role Summary
The founding design hire will join Coinbase’s Customer Experience and Engagement product team and own end-to-end design for its AI-first customer support platform. The role spans the Help Center, Chatbot, Voicebot, and in-app Concierge experience, shaping how customers receive support and influencing automation quality, customer satisfaction, and Concierge revenue.
What You'll Do
- Own the design vision and execution across the full CX product surface, including Help Center, Chatbot, Voicebot, and in-app Concierge
- Drive MVP and future-state concepts for self-service flows, conversational interactions, escalation paths, and proactive outreach surfaces
- Lead design for the Concierge premium support product
- Partner with Product, Engineering, and CX Operations using support data, automation performance metrics, and customer satisfaction signals
- Shape a reusable design system pattern library for AI-powered support with the Coinbase Design System team
- Build relationships with customers and support agents to generate insights for support delivery
Generated from the employer's posting. Verify important details before applying.
View full postingQualifications
7+ years of Product Design experience with meaningful work on support, service, conversational UI, or AI-powered interfaces; experience shipping end-to-end product design across customer-facing and operator-facing surfaces; fluency in Figma and modern prototyping tools; strong cross-functional communication and stakeholder management; responsible use of generative AI with human oversight.
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 both customer-facing and operator-facing surfaces within cross-functional teams
- 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
- 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
Original job description
Content provided by the employer
Original job description
Content provided by the employer
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.
About the company
Coinbase
Large Enterprise
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.
Coinbase is a leading cryptocurrency exchange platform that enables users to buy, sell, and manage digital currencies such as Bitcoin, Ethereum, and many others. Founded in 2012, the company is headquartered in San Francisco and has grown to serve millions of users globally, providing a secure and user-friendly experience for both novice and experienced traders. Coinbase aims to create an open financial system for the world, advocating for the adoption of digital currencies while ensuring compliance with regulatory standards in various markets. Through its innovative products and services, Coinbase seeks to empower individuals and institutions to transact in cryptocurrencies with confidence.