Remote opportunity at
CoinbaseSenior Product Manager, Help Center (CX Automation)
Coinbase is hiring a Senior Product Manager to lead the Help Center within its CX Automation division, which operates inside Enterprise Applications & Architecture. The company…
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About This Role
Coinbase is hiring a Senior Product Manager to lead the Help Center within its CX Automation division, which operates inside Enterprise Applications & Architecture. The company functions as a remote-first organization where team members occasionally gather for in-person working sessions known as surges. This position focuses on managing the primary self-service support channel used by millions of global customers. The person in this role will guide the product roadmap to…
Job Description
Coinbase is hiring a Senior Product Manager to lead the Help Center within its CX Automation division, which operates inside Enterprise Applications & Architecture. The company functions as a remote-first organization where team members occasionally gather for in-person working sessions known as surges. This position focuses on managing the primary self-service support channel used by millions of global customers.
The person in this role will guide the product roadmap to enhance automation rates and customer satisfaction. Core duties involve developing artificial intelligence-integrated search functions, personalized content layouts, and efficient self-service workflows that resolve user inquiries before agent intervention is necessary. Daily collaboration involves partnering with engineering, content design, data science, and customer experience operations teams.
This opportunity is well-suited for product professionals with a strong background in customer-facing platforms, search optimization, and knowledge management systems. Candidates will work with machine learning partners to deliver relevant search results, automated summaries, and contextual actions while monitoring core funnel metrics.
Responsibilities
- Manage the overall roadmap for the Help Center, covering search quality, article strategy, artificial intelligence summaries, and self-service flows
- Enhance automation rates and customer satisfaction scores by finding deflection opportunities through improved self-service and proactive issue resolution
- Partner with machine learning and large language model partners to build artificial intelligence-integrated search and content experiences
- Work alongside customer experience operations, content design, engineering, and data science teams to maintain accurate knowledge coverage across multiple languages and geographies
- Track funnel metrics including automation rate, search attention rate, customer satisfaction, and escalation rates to prioritize initiatives
- Collaborate with internal platform teams and third-party vendors to keep voice, chat, and agent-tool integrations current and seamless
Requirements
- Minimum of five years of product management experience overseeing customer-facing surfaces, self-service products, or content platforms
- Background in building or improving search, knowledge management, or self-service solutions, ideally utilizing artificial intelligence or machine learning-powered retrieval and recommendations
- Demonstrated ability to use support and self-service metrics to inform business decisions
- Experience in cross-functional collaboration across engineering, operations, analytics, and content functions
- Familiarity with knowledge base or Help Center platforms such as Zendesk, Contentful, Freshdesk, Salesforce, or comparable content management and support tooling
- Capable of utilizing generative AI responsibly while maintaining human oversight for efficient workflows
Core Skills
Benefits
- Medical benefits
- Dental benefits
- Vision benefits
- Equity eligibility
- Bonus eligibility
Frequently Asked Questions
Is this position remote?
Yes, Coinbase is a remote-first company, though employees are expected to attend periodic in-person working sessions called surges.
What is the salary for this role?
The target annual base salary listed in the posting is 6,612,600 INR, excluding equity, bonuses, and benefits.
How many applications can a candidate submit?
Candidates are permitted to submit 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.