Coinbase · 6 hours ago
Consumer Content and Knowledge Operations Lead
United States
Full-time
Remote
Entry, Mid Level
$99K/yr - $117K/yr
2+ years expCoinbase is on a mission to increase economic freedom in the world, and they are seeking a Consumer Content and Knowledge Operations Lead. This role involves executing content and knowledge programs, managing workflows, and collaborating cross-functionally to drive measurable customer experience and business outcomes.
BitcoinBlockchainCryptocurrencyFinTechTrading Platform
Responsibilities
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
Qualification
Required
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
Preferred
Experience in fintech, crypto, or highly regulated industries
Familiarity with knowledge systems, CMS platforms and workflow tools (e.g. Jira, Salesforce)
Experience analyzing content or knowledge performance with BI tools (Looker, Tableau, etc.)
Exposure to AI, LLMs, or other automation tools in a content/knowledge context
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
$4.45BKey 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
2026-01-22
2026-01-22
Company data provided by crunchbase