Coinbase · 1 day ago
Consumer L&D SME Trainer Lead Analyst
United States
Full-time
Remote
Mid, Senior Level
$99K/yr - $117K/yr
5+ years expCoinbase is on a mission to increase economic freedom in the world, and they are seeking a Consumer L&D SME Trainer Lead Analyst to deliver comprehensive training and optimize operational processes. The role involves leading training initiatives, collaborating with cross-functional teams, and maintaining subject matter expertise to enhance customer experience through best-in-class training.
BitcoinBlockchainCryptocurrencyFinTechTrading Platform
Responsibilities
Deliver comprehensive, interactive, and strategically aligned training sessions covering Premium & Priority support workstreams ensuring advanced comprehension and application
Deliver onboarding, and cross-skilling training and nesting support to ensure L&D consistently exceeds its KPIs and business SLAs
Establish and enforce high standards in training delivery for consistent knowledge transfer
Conduct Train-the-Trainer (TTT) masterclasses, certify and continually develop training facilitators, and participate in continuous development programs to uplift trainer quality
Collaborate with cross functional teams and work with L&D to enable the design and development of training materials and modules tailored to Premium & Priority Support
Drive recommendations of the design of onboarding, and cross skilling programs
Ensure training content aligns with evolving regulatory requirements and internal policies proactively identifying potential gaps
Oversee and direct the identification and remediation of training gaps through advanced QA processes and performance analytics
Proactively Identify opportunities to optimize existing processes and KPIs through strategic, cross-functional continuous improvement initiatives
Manage and prioritize the problems, ensuring submitted ideas are reviewed and acted upon within defined SLAs, and personally lead the implementation of critical solutions
Lead the Identification and execution of opportunities to eliminate, automate, and optimize (EAO) using advanced data analysis and predictive modeling
Initiate and lead collaborations with cross-functional teams to discuss proposed solutions, gain buy-in from stakeholders and coordinate their implementation with organizational impact
Submit tooling enhancement requests to relevant teams based on observations and testing
Collaborate with the Knowledge Management team on content updates and with L&D on training material revisions
Dedicate at least 10 hours per week to hands-on production roles to maintain expert-level SME knowledge of workflows and identify areas for improvement
Provide flexible and strategic support during workload spikes and work with the manager to define guardrails for production hours
Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience
Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase
Serve as a leading advocate for clear and impactful communication with internal and external partners to align on solutions and drive transformational results
Qualification
Required
Minimum 5+ years of professional experience in a related production role, demonstrating a solid foundation in industry practices with additional responsibilities, preferably training
Expert-level and comprehensive knowledge of Customer Experience and customer service best practices, with specialized domain expertise
Proven track record of leading and implementing significant continuous process improvements within an organization, resulting in measurable business impact
Exceptional analytical capabilities coupled with strong problem-solving skills
Senior leadership-level communication skills with proven ability to effectively manage and engage stakeholders
Demonstrated ability to multitask efficiently and manage competing priorities effectively
Demonstrated proactive approach in suggesting and implementing organizational improvements
A strong commitment to continuous improvement and ongoing learning
Intermediate to advanced understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrency
High flexibility and adaptability to meet the evolving demands of a rapidly-growing, fast-paced organization
30-50% travel required
Preferred
High level of proficiency in cryptocurrency and Coinbase products
Previous experience in tech, crypto, finance, or fintech
Certification in process improvement methodologies such as Lean Six Sigma, Agile, etc
Experience with process modeling and mapping tools
Experience leading and developing remote or virtual teams and training initiatives
Proven ability to thrive in ambiguity and drive independent strategic initiatives, providing guidance to others
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
Funding
Current Stage
Public CompanyTotal Funding
$4.45BKey Investors
ARK Investment ManagementTiger Global ManagementIVP
2025-08-05Post Ipo Debt· $2.6B
2025-03-04Post Ipo Equity· $8M
2024-03-13Post Ipo Debt· $1.1B
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
CFO
Recent News
2026-01-21
2026-01-21
Company data provided by crunchbase