Senior Program Manager, Customer Support

coinbase•Remote•greenhouse
Posted Date:

November 28, 2025

Employment Type:

Not specified

Work Arrangement:

Remote

Skills & Technologies

Customer Experiencepreferred

Contact Information

Job Description

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.

The Coinbase Customer Experience (CX) organization is on a mission to deliver the most trusted and value-added customer support in crypto. We remove friction, empower customers through self-service, and optimize interactions to create an effortless experience. The CX Strategic Programs team drives strategy, planning, and execution for the Global Customer Success organization—operating at the intersection of product and support to transform the customer experience.

The Manager, Risk and Fraud sits within the GCS Strategic Programs team and serves as the embedded CX owner for Coinbase’s Risk and Fraud product domain—translating customer signals into programs that improve product quality, reduce contact volume, and ensure launch success across the product-to-operations lifecycle.

This role drives outcomes by leading programs that embed customer insights into the end-to-end product lifecycle, measuring everything against impact to Contact Rate, Revenue, and CSAT.

What you’ll be doing (ie. job duties):

    • Own the CX <> Product partnership for Risk & Fraud: participate in roadmap and discovery, raise critical-to-quality (CTQ) requirements, and bring Voice of the Customer insights into design and prioritization.
    • Lead the Risk & Fraud portfolio across core sub-areas: Identity & Regulatory; Payments Risk & Security (including fiat payments, add cash/cash out); Proactive support for non‑premium customers.
    • Drive the org’s operating pillars for your domain: systematically eliminate root causes, automate repeatable interactions, and optimize remaining workflows, policies, and tooling for efficiency and quality.
    • Own the scorecard for your domain and tie initiatives to measurable impact on Contact Rate, Human‑Handled Contact Rate, CSAT, and prioritized VoC theme closure and launch effectiveness.
    • Lead cross‑functional program delivery from scoping to execution, coordinating with partner teams to unblock dependencies and close high‑priority issues end‑to‑end.
    • Ensure launch readiness: run checklists, validate coverage and agent enablement, and align with Platform, Ops, and Launch Readiness partners before and after release.
    • Manage the feedback loop: partner with VoC and QA to convert insights into product backlog actions and validate closure on customer-impacting themes.
    • Collaborate deeply with Training, Content, QA, CSSA, CX Operations, WFM, CX Analytics, and Product to scale impact across processes, content, automation, staffing, and analytics.
    • Operate within a clear rhythm of business: weekly program syncs, program <> product partner syncs, quarterly planning, business reviews, and global problem pipeline reviews to drive velocity and accountability.

What we look for in you (ie. job requirements):

  • Proven experience in risk, fraud, identity, or