Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
The SME L&D Trainer Lead Analyst is responsible for delivering comprehensive new hire onboarding,advanced - cross-skilling and train-the-trainer sessions to significantly drive quality, performance, and operational excellence. You will lead collaborative efforts with cross-functional partners such as Workforce Management, Vendor Management, Operations, L&D, and Quality Assurance to deliver targeted support readiness training solutions. As a recognized expert in operations processes, you will have experience delivering training both in person and virtually to a global audience, and will be instrumental in shaping training strategy. Alongside training, you will regularly engage in high-impact live cases in production to maintain deep subject matter expertise and identify systemic areas for improvement. We are looking for someone who is passionate about delivering an exceptional customer experience through best-in-class training and continuous improvement.
What you’ll be doing (ie. job duties):
Training:
- Deliver comprehensive, interactive, and strategically aligned training sessions covering Premium & Priority support workstreams ensuring advanced comprehension and application.
- Deliver onboarding, and cross-skilling training and nesting support to ensure L&D consistently exceeds its KPIs and business SLAs.
- Establish and enforce high standards in training delivery for consistent knowledge transfer.
- Conduct Train-the-Trainer (TTT) masterclasses, certify and continually develop training facilitators, and participate in continuous development programs to uplift trainer quality.
- Collaborate with cross functional teams and work with L&D to enable the design and development of training materials and modules tailored to Premium & Priority Support.
- Drive recommendations of the design of onboarding, and cross skilling programs
- Ensure training content aligns with evolving regulatory requirements and internal policies proactively identifying potential gaps.
- Oversee and direct the identification and remediation of training gaps through advanced QA processes and performance analytics.
Operations:
- Proactively Identify opportunities to optimize existing processes and KPIs through strategic, cross-functional continuous improvement initiatives.
- Manage and prioritize the problems, ensuring submitted ideas are reviewed and acted upon within defined SLAs, and personally lead the implementation of critical solutions.
- Lead the Identification and execution of opportunities to eliminate, automate, and optimize (EAO) using advanced data analysis and predictive modeling.
- Initiate and lead collaborations with cross-functional teams to discuss proposed solutions, gain buy-in from stakeholders and coordinate their implementation with organizational impact.
- Submit tooling enhancement requests to relevant teams based on observations and testing.
- Collaborate with the Knowledge Management team on content updates and with L&D on training material revisions.
- Dedicate at least 10 hours per week to hands-on production roles to maintain expert-level SME knowledge of workflows and identify areas for improvement.
- Provide flexible and strategic support during workload spikes and work with the manager to define guardrails for production hours.
- Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.
- Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
- Serve as a leading advocate for clear and impactful communication with internal and external partners to align on solutions and drive transformational results.
What we look for in you (ie. job requirements):
- Minimum 5+ years of professional experience in a related production role, demonstrating a solid foundation in industry practices with additional responsibilities, preferably training
- Expert-level and comprehensive knowledge of Customer Experience and customer service best practices, with specialized domain expertise.
- Proven track record of leading and implementing significant continuous process improvements within an organization, resulting in measurable business impact.
- Exceptional analytical capabilities coupled with strong problem-solving skills.
- Senior leadership-level communication skills with proven ability to effectively manage and engage stakeholders.
- Demonstrated ability to multitask efficiently and manage competing priorities effectively.
- Demonstrated proactive approach in suggesting and implementing organizational improvements.
- A strong commitment to continuous improvement and ongoing learning.
- Intermediate to advanced understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrency.
- High flexibility and adaptability to meet the evolving demands of a rapidly-growing, fast-paced organization.
Nice to haves:
- High level of proficiency in cryptocurrency and Coinbase products
- Previous experience in tech, crypto, finance, or fintech.
- Certification in process improvement methodologies such as Lean Six Sigma, Agile, etc.
- Experience with process modeling and mapping tools.
- Experience leading and developing remote or virtual teams and training initiatives.
- Proven ability to thrive in ambiguity and drive independent strategic initiatives, providing guidance to others
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Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase 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 Employee Rights and the Know Your Rights notices by clicking on their corresponding links. 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 contact us at accommodations[at]coinbase.com 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.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com
