Coinbase

2 weeks ago

Senior Product Manager, Help Center (CX Automation)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Own the Help Center roadmap for search quality, AI summaries, article strategy, and self-service workflows that resolve customer issues before they reach an agent. Drive Automation Rate and CSAT by identifying deflection opportunities and improving search and content experiences with ML/LLM partners. Partner cross-functionally across CX Ops, Content Design, Engineering, and Data Science, and measure performance using funnel metrics to prioritize execution.

Location: Mumbai

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Mid level

Key Responsibilities

•Own the Help Center roadmap across search quality, article strategy, AI summaries, and self-service flows serving millions of customers.
•Improve Automation Rate and CSAT by identifying high-impact deflection opportunities through better self-service and proactive resolution.
•Build AI-integrated search and content experiences with ML/LLM partners to improve relevance, summaries, and Quick Actions.
•Partner with CX Ops, Content Design, Engineering, and Data Science to maintain accurate, high-coverage knowledge across geographies and languages.
•Define and track funnel metrics (Automation Rate, Search AtR, CSAT, escalation rate) and use data to drive prioritization, including keeping integrations current with platform teams and 3P vendors.

Pay and Benefits

Salary: INR 6,612,600 annually

Perks:Health InsuranceDentalVision

Key Requirements

•5+ years in product management owning customer-facing surfaces, content platforms, or self-service products.
•Experience building or improving search, knowledge management, or self-service with AI/ML-powered search, recommendations, or RAG retrieval.
•Define and use support/self-service metrics (automation, deflection, CSAT, escalation) to inform decisions.
•Strong cross-functional collaboration across content, engineering, operations, and analytics without owning end-to-end UX.
•Experience with Help Center or knowledge base platforms (Contentful, Zendesk, Freshdesk, Salesforce, or similar).

Experience:5+ years

Skills:Cross-functional collaboration

Languages:English

Tech Stack:AIMLLLMRAGQuick ActionsContentfulZendeskFreshdeskSalesforceCMS

Company Brief

Coinbase

Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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Coinbase

2 weeks ago

Senior Product Manager, Help Center (CX Automation)

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Mumbai

Workplace: Remote

Employment Type: Full time

Job Function: Product Management

Seniority: Mid level

Key Responsibilities

•Own the Help Center roadmap across search quality, article strategy, AI summaries, and self-service flows serving millions of customers.
•Improve Automation Rate and CSAT by identifying high-impact deflection opportunities through better self-service and proactive resolution.
•Build AI-integrated search and content experiences with ML/LLM partners to improve relevance, summaries, and Quick Actions.
•Partner with CX Ops, Content Design, Engineering, and Data Science to maintain accurate, high-coverage knowledge across geographies and languages.
•Define and track funnel metrics (Automation Rate, Search AtR, CSAT, escalation rate) and use data to drive prioritization, including keeping integrations current with platform teams and 3P vendors.

Pay and Benefits

Salary: INR 6,612,600 annually

Perks:Health InsuranceDentalVision

Key Requirements

•5+ years in product management owning customer-facing surfaces, content platforms, or self-service products.
•Experience building or improving search, knowledge management, or self-service with AI/ML-powered search, recommendations, or RAG retrieval.
•Define and use support/self-service metrics (automation, deflection, CSAT, escalation) to inform decisions.
•Strong cross-functional collaboration across content, engineering, operations, and analytics without owning end-to-end UX.
•Experience with Help Center or knowledge base platforms (Contentful, Zendesk, Freshdesk, Salesforce, or similar).

Experience:5+ years

Skills:Cross-functional collaboration

Languages:English

Tech Stack:AIMLLLMRAGQuick ActionsContentfulZendeskFreshdeskSalesforceCMS

Company Brief

Coinbase

Industry: Trading Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn