Coinbase

Staff Product Designer (Experience & Engagement)

Remote - USA · Staff+

Sponsorship not specified$207k-$244kDetected 25 days ago

Machine LearningLLMsFigmaDesign SystemsStakeholder ManagementCustomer SupportCommunication

About the role

Ready to do the most impactful work of your career?
The bar is high, the environment is intense, and we like it that way.
This isn't a place for complacency, it's a place to be pushed past your perceived limits.

Drive MVP and future-state concepts across the AI-powered support ecosystem, including self-service flows, conversational interactions, escalation paths, and proactive outreach surfaces.
Lead design for Concierge, Coinbase's premium support product, translating a $50M+ revenue goal into a high-touch, differentiated in-app experience.
Partner with Product, Engineering, and CX Operations to ground design decisions in real support data, automation performance metrics, and customer satisfaction signals.
Shape a reusable design system pattern library for AI-powered support, collaborating with the Coinbase Design System team to ensure consistency across Help Center, Chatbot, and Voicebot.
Track record of shipping end-to-end product design across both customer-facing and operator-facing (agent/internal tooling) surfaces within cross-functional teams.
Mastery of visual design, interaction design, and conversation flow design, with fluency in Figma and modern prototyping tools.
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here.
You'll join the Customer Experience and Engagement product team as its founding design hire, owning end-to-end design across Coinbase's AI-first customer support platform.

7+ years of Product Design experience with meaningful work on support, service, conversational UI, or AI-powered interfaces.
Required skills & experience:

Demonstrated ability to work autonomously across a complex, multi-surface product ecosystem, from early concept through production launch.
Strong cross-functional communication and stakeholder management across engineering, product, operations, and executive audiences.
Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants.
The tool simulates realistic interview scenarios and engages in dynamic conversation.
Coinbase will not use AI to make decisions impacting employment.

$207,485 - $244,100 USD
Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
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You'll define the design vision across this full product surface and shape how millions of customers get help, driving measurable impact on automation quality, customer satisfaction, and Concierge revenue.
Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Build direct relationships with customers and support agents to generate insights that influence how Coinbase delivers world-class support at scale.
At Coinbase, we are uncompromising on our mission to increase economic freedom.

Coinbase is an Equal Opportunity Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.

This listing is sourced directly from Coinbase's careers page and normalized into a canonical job model.