Group Product Manager - Support Automation

coinbase•Remote•greenhouse
Posted Date:

September 25, 2025

Employment Type:

Not specified

Work Arrangement:

Remote

Skills & Technologies

Productpreferred

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.

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

    • Group Product Manager (L7) and all of the associated expectations
    • You will be responsible for fully-automating Coinbase’s customer support with extremely high quality and customer satisfaction (i.e. CSAT)
    • This is inclusive of Coinbase’s entire suite of support-related products:
      • Help Center
      • Chatbot
      • In-product guidance and support (e.g. ‘cards’ within the Retail app that guide customers when they need help)
      • Issue prediction: Detecting and resolving a potential issue for a customer before it becomes a real issue
      • AI-driven assistive tooling for CX agents (you will not own all agent tooling, but you will provide AI-driven tooling which can guide them re: what to say, how to best assist the customer, etc.); this is a different flavor of Chatbot (i.e. akin to an agent-facing Chatbot)
    • You will partner closely with CX, including senior leadership, to land massive impact company-wide

What we look for in you (ie. job requirements): To be completed by all business teams except Eng.

    • 8+ years of product management experience
    • 5 years of experience taking products from conception to launch
    • Experience working with, balancing needs, and maintaining strong relationships across a wide variety of stakeholders
    • Experience navigating and influencing senior leadership across multiple functions
    • Demonstrated ability in working with a high degree of business and technical complexity across a broad product portfolio
    • Demonstrated ability to ship a holistic product experience without “shipping the org chart”
    • Aptitude for learning and ability to ramp quickly on new and potentially complicated domains
    • Demonstrated passion for cryptocurrency, financial markets, and the Coinbase mission
    • Demonstrated technical aptitude (via degree or prior experience in a technical role).
    • Must have experience in CX, AI/ML, and ideally automation-related work
    • Must have experience leading critical and challenging company-wide efforts
    • An ideal candidate is someone who has done this same job at a scaled B2C company (Uber, DoorDash, etc.)

Nice to haves:

    • Technical background; AI/ML (must have); automation

ID: GPPM07US

*Answers to crypto-related questions may be used to evaluate your onchain experience

Pay Tran