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.
Data Science is an integral component of Coinbase’s product and decision making process: we work in partnership with Product, Engineering and Design to influence the roadmap and better understand our users. With a deep expertise in experimentation, analytics and advanced modeling, we produce insights which directly move the company’s bottom line.
Customer Support/Experience is one of the most critical touchpoints in Coinbase’s relationship with our users — but the best support is the support that doesn’t need to exist. Our mission is to deeply understand the end-to-end customer support journey, from prevention through resolution, and use data to eliminate friction before it impacts our users.
We partner closely with Product, Engineering, CX Operations, and Automation teams to build systems that predict and reduce negative experiences, increase self-service success rates, optimize automation, and ensure closed-loop feedback to product teams to fix root causes. We combine advanced modeling, real-time analytics, experimentation, and ML-driven insights to save millions in costs, reduce churn, and improve customer satisfaction globally.
We are looking for an experienced data science leader to build and lead a team that will revolutionize how Coinbase delivers customer service. This role will own the entire analytics and experimentation framework for the customer support funnel, guide investment decisions through rigorous measurement, and drive scalable automation and feedback systems that directly move the company’s bottom line.
What you’ll be doing (ie. job duties):
- Lead, mentor, and grow a high-performing data science team focused on customer service excellence, including data scientists and data engineers.
- Partner with CX leadership, Product, and Engineering to proactively identify, measuring, and reducing friction points across the customer lifecycle.
- Establish and own business metrics for customer support optimization
- Develop real-time logging and prediction systems that assess session quality and enable proactive user interventions before support contact occurs.
- Build standardized processes for experimentation and optimization, integrating with experimentation platforms to run and measure experiments in self-service, automation, and human resolution strategies.
- Partner with product teams to close the loop—delivering actionable root cause analyses, mapping issues to responsible owners, and providing cost breakdowns per issue to inform prioritization.
- Design anomaly detection systems across self-help and automation channels to trigger escalation pathways and prevent degradation of service quality.
- Champion a culture of rigorous, data-driven decision making in CX, with clear reporting, alerting, and accountability mechanisms for issue owners and product DRIs.
- Communicate insights and recommendations to senior Coinbase leadership, transforming quantitative findings into compelling narratives that influence company strategy.
- Drive organizational initiatives to scale customer experience analytics through better systems, automation, and governance.
What we look for in you (ie. job requirements):
- BA / BS degree business, computer science, statistics, applied mathematics, or any scientific or computational degree
- 8+ years of experience in data science, analytics, or a related field, with at least 3+ years managing high-performing teams.
- Demonstrated experience in leading end-to-end measurement and optimization frameworks across multiple product or operational contexts.
- Strong background in machine learning, experimentation, and statistical analysis applied to product, customer experience, or operations.
- Proven ability to partner cross-functionally with Product, Engineering, and Operations to deliver measurable business impact.
- Experience designing and implementing real-time analytics, anomaly detection, and automated intervention systems.
- Exceptional communication skills, with the ability to synthesize complex data into clear, actionable strategies for executives and cross-functional partners.
- Comfortable with ambiguity and adept at defining structure in complex, multi-stakeholder projects.
- Deep focus on scalability — building common tooling and frameworks that can be used across multiple teams and contexts.
- Familiarity with LLM or NLP-based classification tools, predictive modeling, and event logging systems a plus.
- Passion for delivering delightful customer experiences and driving measurable reductions in churn and operational costs.
Nice to haves:
- Masters or PhD in business, computer science, statistics, applied mathematics, or any scientific or computational degree
- Prior data science experience / domain expertise in the customer support area
- Deep knowledge of causal inference techniques is a plus
ID: P68598
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.
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
