Consumer Content and Knowledge Operations Specialist

Coinbase

United States

United States

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Über

Are you ready to challenge yourself and exceed your own limits? At Coinbase, our mission is to enhance economic freedom globally. This grand pursuit requires relentless dedication as we shape the on-chain platform—bringing to life the future of the global financial system. We are looking for a unique individual who is genuinely passionate about our mission. If you believe in the transformative power of crypto and blockchain technology and want to leave a significant impact on the world, we want to hear from you. We seek someone who thrives under pressure, values constructive feedback, and eagerly tackles complex problems. Our culture is intense—it demands excellence, and we are not for everyone. But if you wish to build the future alongside exceptional colleagues and are prepared to hold yourself to high standards, this is the place for you. While many roles at Coinbase are primarily remote, we are not remote-only. In-person engagement is essential throughout the year, with multiple team and company-wide offsites designed to promote collaboration and connection. Participation is expected and fully supported. The Coinbase Customer Experience (CX) organization is dedicated to delivering the most trustworthy and enriching customer support in the crypto space. Our team strives to eliminate obstacles and empowers users through self-service and automation, ensuring seamless interactions for an effortless customer experience. The Consumer Content & Knowledge Operations team plays a crucial role in structuring, optimizing, and making knowledge accessible for both agents and users, including AI systems. As a Knowledge Operations Specialist, your role will focus on executing content and knowledge initiatives, managing workflows and systems, and converting data into actionable insights. Collaborating across teams, including Analytics, Automation, Product, and Operations, you will influence customer experience (CX) and business outcomes. This position emphasizes technology-oriented knowledge operations, data-driven decision-making, and executional excellence over traditional writing or editing. Key Responsibilities: Knowledge Operations & Execution Implement and manage structured knowledge and content to support self-service, AI-assisted, and agent workflows. Address cross-functional content and knowledge requests, maintaining quality, timeliness, and adherence to governance standards. Support the launch of new knowledge systems, content workflows, and automation initiatives. Data-Driven Insights & Optimization Monitor and analyze knowledge usage, performance, and trends, translating findings into impactful recommendations. Collaborate with Analytics to assess the influence of knowledge on CX outcomes such as deflection, first-contact resolution, handle time, and operational efficiency. Cross-Functional Collaboration & Stakeholder Support Engage with Product, Operations, Automation, and QA teams to synchronize knowledge operations with broader CX objectives. Offer insights and feedback on knowledge workflows and operational best practices. Operational Excellence & Process Management Aid in capacity planning, prioritization, and progress tracking across knowledge initiatives. Identify workflow inefficiencies or gaps and propose process enhancements. Ensure consistent compliance with governance, quality standards, and operational SLAs. What We Seek: 2+ years of experience in content strategy, knowledge management, CX operations, or similar roles. Experience managing structured content or knowledge systems in a high-volume, fast-paced environment. Comfort with technology, automation tools, and AI-assisted workflows. Ability to leverage data and analytics to inform decisions and optimize performance. Strong project management skills: effective prioritization, capacity management, and timely execution. Excellent collaboration and communication skills in cross-functional settings. Preferred Qualifications: Experience in fintech, crypto, or highly regulated sectors. Familiarity with knowledge systems, CMS platforms, and workflow tools (e.g., Jira, Salesforce). Experience in analyzing content or knowledge performance using BI tools (e.g., Looker, Tableau). Exposure to AI, LLMs, or other automation solutions in content or knowledge contexts. Pay Transparency Notice:
Depending on your work location, the target annual base salary for this role ranges from $99,365 to $116,900. Full-time offers from Coinbase include eligibility for bonuses, equity, and benefits (medical, dental, vision, and 401(k)). Each candidate may submit a maximum of four applications within a 30-day period. We encourage you to reflect on how your skills and interests align with the various roles at Coinbase before applying. Commitment to Equal Opportunity:
Coinbase is proud to be an Equal Opportunity Employer. We consider all qualified applicants without discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, or any other protected category. We also consider qualified applicants with criminal histories in a manner consistent with applicable laws. For US applicants, Employee Rights and Know Your Rights notices are available. Additionally, Coinbase participates in the E-Verify program in specific locations, as required by law. Coinbase is dedicated to providing reasonable accommodations to individuals with disabilities. If you need accommodation during the employment process, please contact us at accommodations@coinbase.com to discuss your needs. Global Data Privacy Notice for Job Candidates and Applicants:
Depending on your location, data management is subject to regulations like GDPR and CCPA. Our full notice outlining data processing as part of the application process is available upon request. By submitting your application, you consent to our data usage and processing as necessary. AI Disclosure:
For select roles, Coinbase is testing an AI tool based on machine learning technologies to conduct initial screening interviews. This tool simulates realistic interview scenarios and engages in dynamic conversations. A human recruiter will review your responses. Additionally, Coinbase is testing an AI platform for transcribing and summarizing interview notes to ensure a focused evaluation of candidates. AI will not be used to make employment decisions. If you require reasonable accommodations due to a disability, please contact accommodations@coinbase.com.

United States

Sprachkenntnisse

English

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