Engineering Manager - Customer Experience AI

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

About the team

The CXAI Engineering team sits within Coinbase’s Consumer Engagement and Experience (CEE) organization. Our mission is to deliver a world-class, trusted support experience through a unified Help Center and AI-powered automated chat resolution. We build the platforms, tooling, and intelligent automation that help customers resolve issues quickly, reduce friction, and get back on-chain—while ensuring a secure, compliant, and consistent experience.

CXAI Engineering owns the end-to-end user journey across both self-serve and assisted support, including:

• Help Center content discovery
• Deflection and case avoidance
• Conversational support experiences
• Intelligent routing and escalation to human agents
• Quality and analytics feedback loops that continuously improve outcomes

We partner closely with CX Operations, Compliance, Legal, Privacy, Security, and Product to increase containment and resolution rates, reduce support costs, and maintain high standards for safety and regulatory compliance.

We are hiring an Engineering Manager to lead and scale the team responsible for Coinbase’s Help Center and automated chat resolution platform. In this role, you will define and drive technical strategy and execution for AI-assisted self-serve support—improving resolution rates and customer experience while meeting security, compliance, reliability, and cost goals. You will lead a high-ownership, agile engineering team that delivers measurable impact through reliable platforms, thoughtful experimentation, and strong cross-functional collaboration. You’ll be accountable for building and operating the systems that power customer-facing support—balancing product velocity with operational excellence, safety, and compliance. We’re looking for a leader who thrives in ambiguity, develops strong engineers, and translates customer and agent pain points into scalable platform solutions.

What you’ll be doing:

• Lead a high-ownership engineering team building Help Center and automated chat experiences that improve customer outcomes and reduce cost-to-serve.
• Own end-to-end delivery of core support capabilities, including self-serve discovery, conversational resolution, intelligent routing/escalation, and seamless human handoff.
• Partner cross-functionally (Product, Design, CX Ops, Risk, Compliance, Legal, Privacy, Security) to define roadmaps, success metrics, and execution plans.
• Drive build-vs-buy decisions for CX automation and knowledge solutions; evaluate and integrate third-party platforms to accelerate iteration.
• Define and evolve the technical architecture for secure, reliable, and scalable support systems, including search, knowledge retrieval, chat orchestration, and CRM/ticketing integrations.
• Deliver complex initiatives incrementally through experimentation, A/B testing, and measured rollouts while owning SLAs/SLOs, incident response, and operational readiness.
• Establish evaluation frameworks, feedback loops, and safeguards (policy enforcement, auditability, human escalation) to ensure answer quality, safety, privacy, and reliability.
• Communicate progress, tradeoffs, and system performance clearly to technical and non-technical stakeholders.
• Hire, coach, and develop high-performing engineers while fostering a culture of innovation, accountability, and technical excellence.

What we look for in you

• 8+ years of software engineering experience, including 2+ years leading high-performing teams (hiring, coaching, performance management, team health).
• Strong technical foundation with deep understanding of engineering best practices, including system design, testing strategy, code review rigor, and operational readiness.
• Experience building and operating scalable, distributed systems with strong reliability, performance, and security standards for customer-facing services.
• Execution-focused leader who can navigate ambiguity, set clear priorities, and deliver measurable outcomes in fast-moving environments.
• Ability to balance long-term platform strategy with iterative, experiment-driven delivery.
• Proven ability to bring structure and predictable execution to loosely defined problem spaces.
• Strong product and UX sensibilities, with experience building customer-facing experiences such as self-serve help, chat resolution, search, or escalation flows.
• Experience partnering cross-functionally with Product, Design, Data, Operations, and senior leadership.

Nice to haves:

• Experience building or maintaining foundational infrastructure or shared platform libraries used broadly in production (e.g., service frameworks, rate limiting, caching/data clients, circuit breakers, observability integrations).
• Experience with modern cloud-native infrastructure and tooling (e.g., AWS, Kubernetes, Terraform, CI/CD systems) and distributed data/messaging technologies (e.g., SQL/NoSQL, gRPC, GraphQL, Kafka, message queues).
• Proficiency in Ruby or Golang, or demonstrated ability to ramp quickly in new languages.
• Experience with support platforms and/or AI-assisted customer experiences (Help Centers, chat automation, knowledge search, LLM/RAG systems), including quality evaluation and secure handling of user data.

Job ID - P75782

Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding equity and bonus):

₹9,424,500—₹9,424,500 INR

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Read More