Lead a high-ownership engineering team building Coinbase’s Help Center and automated chat resolution experiences, improving customer outcomes while reducing cost-to-serve.
Own the end-to-end delivery of key customer support capabilities including self-serve discovery, conversational resolution, intelligent routing/escalation, and seamless handoff to human support when needed.
Partner with Product, Design, CX Operations, and cross-functional stakeholders (e.g., Risk, Compliance, Legal, Privacy, Security) to define quarterly roadmaps, success metrics, and execution plans.
Drive build vs. buy evaluations for CX automation and knowledge solutions; collaborate with third-party vendors to integrate, validate, and operationalize capabilities that accelerate iteration.
Establish and evolve the technical architecture for secure, reliable, and scalable customer support systems.
Break down complex initiatives into incremental milestones; guide the team to ship iteratively through experiments, A/B tests, and measured rollouts.
Ensure a high-quality customer experience by owning engineering SLAs/SLOs, incident response practices, monitoring, and operational readiness for customer-facing systems.
Build systems and processes that improve answer quality and resolution accuracy.
Create a culture of innovation and technical excellence.
Anticipate risks and implement safeguards such as policy enforcement, auditability, and human escalation paths.
Coach and develop engineers through clear expectations, actionable feedback, and career growth plans.
Partner with Recruiting and Talent to hire and retain exceptional engineers.
Communicate progress and tradeoffs effectively to technical and non-technical audiences.

Requirements

At least 8 years of experience in software engineering, with a track record of delivering customer-facing products and platforms.
At least 2 years of engineering management experience leading high-performing teams, including hiring, coaching, performance management, and org health.
Strong technical foundation: you know what high-quality code and engineering processes look like (design reviews, testing strategy, code review rigor, operational readiness) and can foster an environment that consistently produces them.
Execution-focused with the ability to navigate ambiguity, set clear priorities, and drive measurable outcomes in a fast-moving environment.
Ability to balance long-term platform strategy with short-term planning and iterative delivery (e.g., experiments, incremental rollouts, and continuous improvement).
Experience building, delivering, and operating multi-tenant, distributed systems at scale, with a strong understanding of reliability, performance, and security considerations for critical user-facing services.
Proven ability to build order out of chaos with minimal guidance.
Strong product and UX sensibilities; passion for human interface tools and customer experiences that are efficient, accurate, and delightful.
Experience partnering cross-functionally with Product, Design, Data, Operations, and senior leadership; able to translate between technical and non-technical stakeholders.
Strong agile mindset; able to orchestrate resources effectively in constrained environments.

Benefits

Health insurance
Flexible working arrangements
Paid time off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

software engineeringcustomer-facing productsengineering managementhigh-quality codedesign reviewstesting strategycode reviewoperational readinessmulti-tenant systemsdistributed systems

Soft Skills

leadershipcoachingperformance managementexecution-focusednavigating ambiguityprioritizationiterative deliverybuilding order out of chaoscross-functional collaborationagile mindset