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 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.
The Consumer Content team is a sub-team of Customer Experience. The Consumer Content team supports all content strategy and creation efforts across the company to ensure that customers in every region are given the best customer experience. The Consumer Content team is responsible for driving content experiences designed to empower customers.
As Associate Manager, Consumer Content, you will be a key partner to the Manager in building a strong foundation for scalable growth. Your primary focus will be driving operational excellence and enabling repeatable innovation. You’ll design and implement systems, processes, and automation that allow production team members to focus on their core work while you manage the team’s strategic and operational needs.
In addition, you will directly manage a small cohort of junior strategists, providing guidance, mentorship, and support for their development. This role is suited for someone who is not only a skilled writer but also a detail-oriented leader who thrives on building efficient systems, empowering others, and enabling teams to operate at their best.
What you’ll be doing (ie. job duties):
- Management & Coaching: Directly manage and provide dedicated one-on-one attention to the team’s cohort of junior strategists. Review and edit their work, delivering constructive feedback and coaching to help them grow and succeed.
- Operational Excellence: Design and automate scalable systems and processes to streamline content workflows, enabling strategists to focus on execution.
- Strategic Initiatives: Partner with the Manager, Consumer Content to support high-level strategic department planning, process documentation, and continuous improvement initiatives.
- Onboarding & Training: Lead the development and implementation of onboarding and training programs for new team members, ensuring a smooth transition and rapid ramp-up.
- Project Management: Ensure Asana project management hygiene across the team, maintaining clear timelines, task ownership, and consistent updates to drive accountability.
- Content Performance & Reporting: Analyze content performance data and provide actionable recommendations to junior strategists, reinforcing best practices and identifying opportunities for optimization.
- Content Audits: Serve as the DRI for biannual audits of both the internal knowledge base and the external Help Center, ensuring accuracy, compliance, and alignment with content governance standards.
What we look for in you (ie. job requirements):
- Mission-Driven: A deep alignment with Coinbase’s mission and a passion for creating a seamless customer experience within the crypto space.
- Proven Experience: 5+ years of experience as a content writer, editor, or strategist, with at least 6 months as a direct people manager or team lead.
- Writing Expertise: Exceptional writing ability, consistently delivering clean, concise copy. You have an opinion on the Oxford comma and uphold the highest standards in all written content.
- Systems Thinking: Strong project and program management capabilities with an ability to design and implement repeatable systems. You are skilled at prioritizing and managing multiple projects simultaneously. You cut through ambiguity and bring clarity.
- AI Experience: Experience using AI/LLMs within the content space; strong understanding of current limitations and emerging capabilities
- Analytical Skills: Excellent analytical and problem-solving abilities, with a data-driven approach. Fluency in building reports and analyzing data.
- Communication: Exceptional communication and interpersonal skills, with a demonstrated ability to collaborate effectively with cross-functional teams. Your mission is to cultivate strong relationships, not sever connections.
- Adaptability: High flexibility and adaptability to meet the evolving needs of a high-growth, fast-paced organization. Crypto moves at the speed of light and so do we.
- Exceptional Drive: A proactive, self-motivated individual who thrives in a fast-paced environment, consistently exceeding expectations, turning challenges into opportunities, and demonstrating a positive, solutions-oriented attitude.
Nice to haves:
- Experience in Tech, Crypto, Finance, or Fintech similar regulated sectors.
- Familiarity with tools such as Asana, Contentful, Google Suite, Jira, or Salesforce.
- Experience utilizing AI tools.
- Knowledge of Lean Six Sigma methodologies.
- Experience partnering with customer-facing internal teams, BPOs, and several levels of leadership.
- Experience working in a global, matrixed organization.
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
