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Coinbase
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Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
Lead UX research for Coinbase's Advanced Trade team, conducting mixed-methods studies with sophisticated traders. Synthesize qualitative and quantitative data to inform product roadmap, build scalable research programs, and guide stakeholders to translate insights into experiments and product decisions.
Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
Provide Tier 2 technical support and own escalations across devices, apps, and cloud platforms. Administer enterprise SaaS (Google Workspace, Atlassian, Okta, Jamf, Slack), perform root cause analysis, build SOPs/KB content, partner with cross-functional teams, and use automation and generative AI responsibly to reduce tickets and improve service.
Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
Lead and scale Coinbase's global social support program across Reddit, X, LinkedIn and adjacent channels. Define strategy, crisis playbooks, escalation workflows, SLAs and dashboards. Coordinate with Comms, Fraud, Product, Trust & Safety and Engineering to resolve incidents, prevent issues, and ensure empathetic public messaging. Present data-driven recommendations to executive leadership and oversee AI-to-human support handoffs and real-time social listening.
