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.
The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.
Our subteam, Knowledge Management Content, supports all content strategy and creation efforts across the company to ensure that customers in every region are given the best customer experience. The Content team is responsible for driving self-service experiences to help customers help themselves.
As a Content Strategist, you will be responsible for managing and optimizing self-service content strategies and programs, focusing on automating and scaling the delivery of content to both internal and external customers. You will work closely with cross-functional teams to streamline operations, improve efficiency, and drive improvements to organizational KPI’s via content improvements. You will thrive in this role if you have experience forming relationships and influencing cross-functional teams, analyzing data to produce actionable recommendations, delivering high quality projects on time, and working independently to define and optimize programs.
The ideal candidate will have a customer-centric mindset, a deep understanding of content operations, strong project management skills, and adaptability to a fast-paced environment. Top candidates will have a natural desire to continually improve customer & agent experiences, high user empathy, and a willingness and curiosity to regularly inspect and dive into data. We are ready for new ideas, innovation, and a passion for scale and automation.
What you’ll be doing (ie. job duties):
- Execute on cross-functional content requests. The Content Team supports the broader Coinbase organization, developing, editing, and optimizing content on a daily basis. This role will spend roughly 75% of the time producing new self-service content.
- Dive deep into content performance data and find scalable solutions to optimize content and how it is presented to our customers. You will regularly inspect trends, present learnings and recommendations to stakeholders and leadership, and generate regular reports. This data will be used to create best practices for the larger content team.
- Build strong relationships with team members in Product, Engineering & Design which will be used to advocate for improvements to the customer experience, and feature request development.
- Partner with cross functional stakeholders to make critical decisions regarding content strategy & implementation by providing recommendations based on content insights, and customer pain points and needs.
- Create detailed customer and content cohort reports which provide cross functional stakeholders with insights into feedback and overall customer sentiment.
- Collaborate with various cross-functional teams, including (but not limited to) Customer Success, Operations, Product, Analytics, Training, and Workforce Management.
- Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact.
What we look for in you (ie. job requirements):
- Motivated by Coinbase’s mission and an interest in crafting a seamless customer experience for our global customer base, including a passion for products within the broader crypto space
- 3+ years of proven experience in Content Strategy, Content Management, or Program Management
- Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
- Excellent analytical and problem-solving abilities, with a data-driven mindset
- Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
- Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
Nice to haves:
- Previous experience in Tech, Crypto, Finance or Fintech
- Advanced understanding of a Content Management System (CSM), Google Apps, Jira or Salesforce
- Familiarity with Lean or Six Sigma methodologies
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:
$96,475—$113,500 USD