Coinbase · 1 day ago
Senior Engineering Manager (Customer Engagement/Experience Platforms)
United States
Full-time
Remote
Senior Level, Lead/Staff
$254K/yr - $299K/yr
10+ years expCoinbase is on a mission to increase economic freedom in the world, and they are seeking a Senior Engineering Manager to lead their Customer Engagement & Experience Platforms team. This role involves overseeing the development of AI-powered customer support technologies and managing a distributed team to enhance customer satisfaction and operational efficiency.
BitcoinBlockchainCryptocurrencyFinTechTrading Platform
Responsibilities
Lead multiple engineering teams building customer-facing tools that power our chat, email, and voice support channels
Collaborate with Product Managers to define and execute a strategy for AI-driven self-service and automation, reducing contacts and improving customer satisfaction (CSAT)
Oversee integration and customization of SaaS platforms and in-house applications to deliver seamless customer and agent experiences
Partner with Product and CX to use metrics, customer feedback, and voice-of-customer insights to improve quality and performance
Provide technical leadership across AWS, Golang, and React ecosystems, ensuring scalability, performance, and reliability
Partner with CX to conduct buy vs. build analysis and RFP’s on emerging AI capabilities
Build flexible architecture to allow quick plug and experimentation of new AI vendors into our tooling landscape
Build a secure and scalable architecture to allow the onboarding of multiple CX automation vendors and their orchestration (among vendors and internal, custom automation solutions)
Develop and mentor a globally distributed team of engineers and managers, fostering growth, accountability, and technical excellence
Partner with data and AI teams to leverage LLMs, workflow automation, and predictive systems that enhance customer interactions
Drive operational excellence through effective incident management, monitoring, and continuous improvement practices
Work with our talent organization to source and hire bar raising engineers who raise Coinbase's talent bar, culture, and our products
Foresee potential issues before they arise and adapt your own approach, working within constraints to avoid adverse impact
Communicate across the company to technical and non-technical leaders with ease via weekly and monthly program updates
Qualification
Required
10+ years of software engineering experience, including 3+ years managing managers
Proven track record of leading full stack engineering teams delivering scalable web applications and APIs
Strong technical foundation in AWS, Golang, React, and modern cloud-native architectures
Experience managing SaaS platform integrations (e.g., Salesforce, Twilio, Zendesk, or similar)
Demonstrated experience integrating or building AI-powered customer support solutions, such as chatbots, LLM-based assistants, or automation workflows
Strong analytical and problem-solving skills — able to use data, metrics, and customer feedback to guide decisions
Excellent communication and collaboration skills, with experience working across time zones and cultures
You know what high quality code — and software engineering processes — look like and know how to foster an environment that creates them
A passion for improving the customer experience through technology and automation
Background in global-scale customer support or contact center technology
Preferred
Experience in fintech, payments, or crypto industries
Experience working in a high-compliance or regulated environment (e.g., finance, banking, or crypto)
Benefits
Bonus eligibility
Equity eligibility
Benefits (including medical, dental, vision and 401(k))
Company
Coinbase
Coinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies.
1001-5000 employees
H1B Sponsorship
Coinbase has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (181)
2024 (92)
2023 (96)
2022 (284)
2021 (183)
2020 (66)
Funding
Current Stage
Public CompanyTotal Funding
$4.46BKey Investors
ARK Investment ManagementDFJ GrowthTiger Global Management
2025-12-19Post Ipo Equity· $4.2M
2025-08-05Post Ipo Debt· $2.6B
2025-03-04Post Ipo Equity· $8M
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
Chief Financial Officer
Recent News
2026-01-07
2026-01-07
Company data provided by crunchbase