Staff Product Designer (Experience & Engagement)

Навыки

• AI-инструменты в работе
• Чат-боты
• Дизайн-система
• Figma
• MVP и discovery
• Работа со стейкхолдерами

О компании и продукте

• 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

Задачи

• 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
• Track record of shipping end-to-end product design across both customer-facing and operator-facing (agent/internal tooling) surfaces within cross-functional teams
• 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
• Ready to do the most impactful work of your career?

Требования

• 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
• 7+ years of Product Design experience with meaningful work on support, service, conversational UI, or AI-powered interfaces
• 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

Условия

• 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

Паспорт вакансии

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