Consumer L&D SME Trainer Lead Analyst

Overview

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.

• Deliver comprehensive onboarding, advanced cross-skilling, and train-the-trainer sessions to drive quality, performance, and operational excellence.
• Lead collaborative efforts with cross-functional partners to deliver targeted training readiness solutions and strategy.
• Deliver training in person and virtually to a global audience and shape training strategy.
• Engage in high-impact live cases in production to maintain SME knowledge and identify systemic areas for improvement.
• Deliver training, onboarding, and nesting support to ensure L&D exceeds KPIs and business SLAs.
• Establish and enforce high standards in training delivery for consistent knowledge transfer.
• Conduct Train-the-Trainer masterclasses, certify and develop trainers, and participate in continuous development programs.
• Collaborate with Knowledge Management and L&D to design and revise training materials for Premium & Priority Support.
• Drive onboarding and cross-skilling program design and ensure alignment with regulatory requirements and internal policies.
• Oversee identification and remediation of training gaps through QA processes and performance analytics.
• Optimize processes and KPIs through cross-functional continuous improvement initiatives.
• Manage and prioritize problems, lead implementation of critical solutions within defined SLAs.
• Identify and execute opportunities to eliminate, automate, and optimize using data analysis and predictive modeling.
• Collaborate with cross-functional teams to discuss solutions, gain stakeholder buy-in, and coordinate implementation.
• Submit tooling enhancement requests based on observations and testing.
• Dedicate at least 10 hours per week to hands-on production roles to maintain expert SME knowledge.
• Provide flexible support during workload spikes and define guardrails for production hours.
• Model an investigative mentality using data and customer feedback to address root causes and reduce defects.
• Identify customer needs before they become issues to simplify the experience and strengthen trust.
• Advocate for clear and impactful communication with internal and external partners to drive results.

• Minimum 5+ years of professional experience in a related production role, with solid foundation in industry practices and responsibilities, preferably training.
• Expert-level knowledge of Customer Experience and customer service best practices, with specialized domain expertise.
• Proven track record of leading and implementing significant continuous process improvements with measurable impact.
• Exceptional analytical and problem-solving skills.
• Senior leadership-level communication skills with the ability to engage stakeholders.
• Ability to multitask efficiently and manage competing priorities.
• Proactive approach in suggesting and implementing organizational improvements.
• A strong commitment to continuous…