Coinbase is looking to revolutionize how customer service is delivered by deeply understanding the end-to-end customer support journey and using data to eliminate friction before it impacts users. This involves building systems that predict and reduce negative experiences, increase self-service success rates, optimize automation, and ensure closed-loop feedback to product teams to fix root causes, ultimately saving costs, reducing churn, and improving customer satisfaction.
Requirements
- Strong background in machine learning, experimentation, and statistical analysis applied to product, customer experience, or operations.
- Experience designing and implementing real-time analytics, anomaly detection, and automated intervention systems.
- Familiarity with LLM or NLP-based classification tools, predictive modeling, and event logging systems a plus.
- Demonstrated experience in leading end-to-end measurement and optimization frameworks across multiple product or operational contexts.
- Proven ability to partner cross-functionally with Product, Engineering, and Operations to deliver measurable business impact.
- Deep focus on scalability — building common tooling and frameworks that can be used across multiple teams and contexts.
- 8+ years of experience in data science, analytics, or a related field, with at least 3+ years managing high-performing teams.
Responsibilities
- Develop real-time logging and prediction systems that assess session quality and enable proactive user interventions before support contact occurs.
- Build standardized processes for experimentation and optimization, integrating with experimentation platforms to run and measure experiments in self-service, automation, and human resolution strategies.
- Design anomaly detection systems across self-help and automation channels to trigger escalation pathways and prevent degradation of service quality.
- Drive organizational initiatives to scale customer experience analytics through better systems, automation, and governance.
- Lead, mentor, and grow a high-performing data science team focused on customer service excellence, including data scientists and data engineers.
- Partner with CX leadership, Product, and Engineering to proactively identify, measuring, and reducing friction points across the customer lifecycle.
- Establish and own business metrics for customer support optimization
Other
- Lead, mentor, and grow a high-performing data science team focused on customer service excellence, including data scientists and data engineers.
- Partner with CX leadership, Product, and Engineering to proactively identify, measuring, and reducing friction points across the customer lifecycle.
- Champion a culture of rigorous, data-driven decision making in CX, with clear reporting, alerting, and accountability mechanisms for issue owners and product DRIs.
- Communicate insights and recommendations to senior Coinbase leadership, transforming quantitative findings into compelling narratives that influence company strategy.
- BA / BS degree business, computer science, statistics, applied mathematics, or any scientific or computational degree
