Consumer Content and Knowledge Operations Expert

Are you ready to push your boundaries and achieve more than you thought possible? At Coinbase, our mission is to promote economic freedom around the world. This ambitious goal requires unwavering commitment as we develop the on-chain platform, paving the way for the future of the global financial system. We are looking for an extraordinary individual who is truly passionate about our mission. If you recognize the transformative potential of crypto and blockchain technology and want to make a significant impact globally, we encourage you to apply. We seek someone who can thrive in a fast-paced environment, values constructive feedback, and eagerly confronts complex challenges. Our culture is dynamic and demands excellence, and while it’s not for everyone, those who wish to shape the future alongside exceptional colleagues will find a home here. Although many roles at Coinbase accommodate remote work, we value in-person engagement year-round. We hold multiple team and company-wide offsite events designed to foster collaboration and connection, and participation is expected and fully supported. The Coinbase Customer Experience (CX) organization is committed to delivering the most reliable and enriching customer support in the crypto sector. Our team works to eliminate barriers and empower users through self-service and automation, ensuring seamless interactions for an effortless customer experience. The Consumer Content & Knowledge Operations team is vital in organizing, optimizing, and making knowledge accessible for both agents and users, including AI systems. As a Knowledge Operations Expert, you will focus on executing content and knowledge initiatives, managing workflows and systems, and translating data into actionable insights. By collaborating with teams such as Analytics, Automation, Product, and Operations, you will significantly influence customer experience (CX) and business results. This role emphasizes a technology-oriented approach to knowledge operations, leveraging data-driven decision-making and executional excellence over traditional writing or editing tasks. Key Responsibilities: Knowledge Operations & Execution Implement and manage structured knowledge and content to support self-service, AI-assisted, and agent workflows. Address cross-functional content and knowledge requests, ensuring quality, timeliness, and adherence to governance standards. Support the launch of new knowledge systems, content workflows, and automation initiatives. Data-Driven Insights & Optimization Monitor and analyze knowledge usage, performance, and trends, translating findings into impactful recommendations. Work with Analytics to assess how knowledge influences CX outcomes like deflection, first-contact resolution, handle time, and operational efficiency. Cross-Functional Collaboration & Stakeholder Support Engage with Product, Operations, Automation, and QA teams to align knowledge operations with broader CX objectives. Provide insights and feedback on knowledge workflows and operational best practices. Operational Excellence & Process Management Assist in capacity planning, prioritization, and progress tracking across knowledge initiatives. Identify workflow inefficiencies or gaps and propose process enhancements. Ensure compliance with governance, quality standards, and operational SLAs. What We Seek: 2+ years of experience in content strategy, knowledge management, CX operations, or related fields. Experience managing structured content or knowledge systems in a high-volume, fast-paced environment. Comfort with technology, automation tools, and AI-assisted workflows. Ability to leverage data and analytics to inform decisions and optimize performance. Strong project management skills: effective prioritization, capacity management, and timely execution. Excellent collaboration and communication skills in cross-functional settings. Preferred Qualifications: Experience in fintech, crypto, or highly regulated sectors. Familiarity with knowledge systems, CMS platforms, and workflow tools. Experience analyzing content or knowledge performance using BI tools. Exposure to AI, LLMs, or other automation solutions in content or knowledge contexts. Pay Transparency Notice: Depending on your work location, the target annual base salary for this role ranges from $99,365 to $116,900. Full-time offers from Coinbase include eligibility for bonuses, equity, and benefits (medical, dental, vision, and 401(k)). Each candidate may submit a maximum of four applications within a 30-day period. We encourage you to reflect on how your skills and interests align with the various roles at Coinbase before applying. Commitment to Equal Opportunity: Coinbase is an Equal Opportunity Employer. We welcome all qualified applicants regardless of race, color, religion, gender, national origin, age, disability, veteran status, or any other protected category. Coinbase is dedicated to providing reasonable accommodations to individuals with disabilities. If you need accommodation during the employment process, please contact us to discuss your needs.

Created: 2026-03-04