Field Support Representative
DSI
Senior Program Lead, B2C Customer Experience
Coinbase
full-time
Posted on:
Location Type: Hybrid
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $124,780 - $146,800 per year
Job Level
Senior
About the role
- Own the end-to-end Coinbase One CX experience across Priority Support, Coinbase One Card, and Account Protection/
- Deep dive top CB1 contact drivers to analyze root causes, frequency, and customer impact, and propose solutions that reduce friction through product improvements, automation, and self-service content.
- Continuously improve customer satisfaction (measured by CSAT) to position Priority Support as a clear value proposition of the Coinbase One membership.
- Evolve Priority Support by improving routing, playbooks, processes, and tooling to deliver predictable quality at scale.
- Leverage Priority Support interactions as a retention driver by designing save strategies and enabling agents to educate members on CB1 benefits.
- Drive product adoption at scale by designing treatments that guide members to new products and features.
- Translate voice of customer insights into roadmap changes in partnership with CB1 Product, Engineering, and Design, prioritizing fixes that deliver measurable outcomes
- Enhance the Coinbase Debit Card support program by owning the full CX experience, setting quarterly goals, and driving targeted improvements.
Requirements
- 5+ years in CX program management, project management, or product operations
- Proven success leading retention or scaled product adoption programs with measurable business impact.
- Demonstrated ability to run high-impact cross-functional programs across Product, CX, and vendor partners.
- Strong execution skills with a balance of strategic leadership and hands-on delivery.
- Data-driven operator with experience defining KPIs, partnering with Analytics, and using experimentation to drive improvements.
- Executive-ready communication and stakeholder management skills
Benefits
- bonus eligibility
- equity eligibility
- medical insurance
- dental insurance
- vision insurance
- 401(k) plan
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CX program managementproject managementproduct operationsdata analysisKPI definitionexperimentationproduct adoptioncustomer satisfaction measurementprocess improvementautomation
Soft skills
strategic leadershipexecution skillscommunicationstakeholder managementcross-functional collaborationproblem-solvingcustomer educationretention strategy designanalytical thinkinggoal setting
