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CoinbaseEngineering Manager - Customer Experience AI
Coinbase is hiring a remote Engineering Manager to lead the Customer Experience AI team within its Consumer Engagement and Experience Surfaces division. The organization focuses on…
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About This Role
Coinbase is hiring a remote Engineering Manager to lead the Customer Experience AI team within its Consumer Engagement and Experience Surfaces division. The organization focuses on economic freedom and builds technology that serves millions of users. In this position, the professional will direct technical strategy for AI-driven self-service tools, enhancing automated resolution and satisfaction while upholding standards for safety, privacy, cost, and reliability. The group oversees the primary customer support…
Job Description
Coinbase is hiring a remote Engineering Manager to lead the Customer Experience AI team within its Consumer Engagement and Experience Surfaces division. The organization focuses on economic freedom and builds technology that serves millions of users. In this position, the professional will direct technical strategy for AI-driven self-service tools, enhancing automated resolution and satisfaction while upholding standards for safety, privacy, cost, and reliability. The group oversees the primary customer support portals, social channels, and agent knowledge systems, which are currently transitioning to AI-native architectures featuring retrieval, generation, and agentic resolution.
The role suits engineering leaders with a background in software development and production-level generative AI systems. The position requires collaboration with product, design, compliance, legal, privacy, and security departments. Employees at Coinbase operate on a remote-first model, though personnel are expected to gather periodically for in-person collaboration sessions known as surges.
Responsibilities include guiding engineers who construct help centers and knowledge platforms, overseeing delivery of chat orchestration and intelligent routing, defining system architectures, and establishing quality metrics. Qualified individuals will balance building and buying solutions, manage service-level agreements, handle incident responses, and coach personnel. The compensation package includes an annual base salary, equity, bonus eligibility, and medical, dental, and vision coverage. Equal opportunity employment applies to all candidates regardless of protected characteristics.
Responsibilities
- Lead an engineering team focused on help center, social support, and agent knowledge experiences
- Oversee the complete delivery of self-service discovery, agentic resolution, intelligent routing, and escalation paths
- Define system architectures for secure and scalable search, knowledge retrieval, chat orchestration, and ticketing tools
- Establish evaluation frameworks, quality metrics, feedback loops, and safety safeguards
- Collaborate with product, design, operations, data, compliance, legal, privacy, and security teams
- Assess build-versus-buy alternatives and integrate third-party solutions
- Break down projects into milestones and drive delivery through experiments and A/B testing
- Manage service level agreements, monitoring, and incident response operations
- Coach, hire, and retain engineering staff while building an inclusive team culture
- Communicate technical progress, risks, and trade-offs to various stakeholders
Requirements
- 8+ years of software engineering experience building customer-facing products or platforms
- 3+ years managing engineering teams including hiring, coaching, and performance management
- Production experience with LLM-powered systems such as RAG, agentic workflows, or function calling
- Experience operating distributed systems at scale with attention to reliability and security
- Strong technical judgment and experience partnering across technical and non-technical functions
Qualifications
- Experience with customer support, knowledge search, or AI-assisted customer experiences
- Familiarity with shared infrastructure, cloud platforms, Kubernetes, Terraform, CircleCI, or Buildkite
- Knowledge of SQL, NoSQL, gRPC, GraphQL, Kafka, or message queues
- Proficiency in Ruby or Go, or the ability to learn them quickly
Core Skills
Benefits
- Equity eligibility
- Bonus eligibility
- Medical benefits
- Dental benefits
- Vision benefits
Frequently Asked Questions
What is the location policy for this role?
Coinbase operates on a remote-first model. However, employees are expected to attend periodic in-person working sessions known as surges.
What is the salary for this position?
The target annual base salary ranges from 9,424,500 to 9,424,500 INR, and total compensation may also include equity, bonuses, and benefits.
What are the primary technical requirements?
Candidates must have at least eight years of software engineering experience, three years of management experience, and production experience with LLM-powered systems and distributed architectures.
How many applications can a candidate submit?
Candidates are limited to a maximum of three applications within a six-month period.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.