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Manager, Consumer Content

Coinbase

Coinbase

United States · Remote
Posted on Saturday, April 27, 2024

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

  • You’ve got positive energy. You’re optimistic about the future and determined to get there.
  • You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
  • You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
  • You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
  • You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
  • You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

As Manager of Consumer Content, you’ll lead content strategy and design for our B2C help center and internal knowledge systems to enable exceptional self-service, AI-assisted and live support customer experiences. Your team of content strategists will work closely with analytics, customer success, machine learning and engineering teams to seamlessly deliver the right information to the right user at the right time. Your role is high impact and high visibility, with a reach spanning ~3M page impressions and ~100k customer contacts each week.

What you’ll be doing (ie. job duties):

  • Partner cross-functionally with our Operations, Customer Success, Product, Self-Service and Automation, and Quality Assurance teams to eliminate customer friction, improve first-contact resolution, and reduce OpEx through effective, targeted content
  • Manage design, production, and governance of all Consumer support content libraries and information systems to facilitate successful self-service, automation, and live support customer journeys
  • Design, champion and own delivery of the Consumer Content team’s KPIs and strategic roadmap
  • Measure and continually improve Consumer content performance and business impact
  • Support and develop a lean team of star performers in a high growth, high pressure environment

What we look for in you (ie. job requirements):

  • 4+ years of experience leading global knowledge management or content strategy in a scaled customer support environment
  • 2+ years of experience building and leading high-performing, globally distributed teams
  • Highly effective written and verbal communicator who interacts with clarity and purpose at all levels of the organization
  • Demonstrated ability to lead indirectly and through influence to solve complex business problems
  • Experience using AI/LLMs to create, refine, and localize content; expert understanding of current limitations and emerging capabilities
  • Results-oriented professional with an ownership mentality and a track record of success in rolling up their sleeves
  • Demonstrated experience defining multi-year program strategies and KPIs aligned to overarching business objectives
  • Skilled and flexible operator adept at executing quickly to deliver business impact and pivoting to meet rapidly evolving business needs
  • Experience successfully operationalizing content work across individuals with disparate skill levels

Nice to haves:

  • First hand experience in frontline customer support or QA
  • Experience with UX design or user research
  • Previous experience in crypto or fintech
  • Previous experience working in a hyper growth environment
  • Familiarity working in Jira, Looker or similar BI tools, Contentful or similar Content Management Systems

Job #: P58335

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
Pay Range:
$144,500$170,000 USD

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and 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 Know Your Rights notice here. 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 complete this intake form 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. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.