Consumer Content and Operations Lead

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 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. If you want to build the future alongside others who excel in their disciplines, 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 eliminates friction, empowers users via self-service and automation, and optimizes customer interactions to create an effortless experience.

The Consumer Content & Knowledge Operations team ensures that knowledge and content are structured, accessible, and optimized for both humans and AI/automation. As a Content & Knowledge Operations Specialist, you will execute on content and knowledge programs, help manage workflows and systems, and translate usage data into actionable improvements. You will partner cross-functionally with Analytics, Automation, Product, and Operations to drive measurable CX and business outcomes.

This role is less focused on writing or editing and more on tech-enabled knowledge operations, data-driven decision making, and executional excellence.

What You’ll Be Doing

• Implement and maintain structured knowledge and content in support of self-service, AI-assisted, and agent workflows.
• Execute on cross-functional content and knowledge requests, ensuring quality, timeliness, and adherence to governance standards.
• Support rollout of new knowledge systems, content workflows, and automation initiatives.

• Track and analyze knowledge usage, performance, and trends, translating findings into actionable recommendations.
• Partner with Analytics to measure the impact of knowledge on CX outcomes (deflection, first-contact resolution, handle time, OpEx).

• Work closely with Product, Operations, Automation, and QA teams to align knowledge operations with broader CX initiatives.
• Provide guidance and feedback on knowledge workflows and operational best practices.

• Support capacity planning, prioritization, and execution tracking across knowledge initiatives.
• Identify inefficiencies or gaps in workflows and propose process improvements.
• Ensure governance, quality standards, and operational SLAs are maintained consistently.

What We Look For in You

• 2+ years of experience in content strategy, knowledge management, CX operations, or similar operational roles.
• Experience managing structured content or knowledge systems in a high-volume, high-growth environment.
• Strong comfort with technology, automation tools, and/or AI-assisted workflows.
• Demonstrated ability to use data and analytics to drive decisions and optimize operational outcomes.
• Strong project management skills: prioritization, capacity management, and deadline execution.
• Excellent collaboration and communication skills with cross-functional teams.

Nice to haves:

• Experience in fintech, crypto, or highly regulated industries.
• Familiarity with knowledge systems, CMS platforms and workflow tools (e.g. Jira, Salesforce).
• Experience…