[Remote] Staff Product Designer (Experience & Engagement)

Note: The job is a remote job and is open to candidates in USA. Coinbase is a remote-first company focused on increasing economic freedom. They are seeking a Staff Product Designer to own the design vision for their AI-first customer support platform, which includes the Help Center, Chatbot, and Concierge support experience. The role involves collaborating with cross-functional teams to enhance customer interactions and drive measurable impact on support quality and revenue.

Responsibilities

• Own end-to-end design vision and execution across the full CX product surface, spanning Help Center, Chatbot, Voicebot, and the in-app Concierge support experience
• 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
• Build direct relationships with customers and support agents to generate insights that influence how Coinbase delivers world-class support at scale

Skills

• 7+ years of Product Design experience with meaningful work on support, service, conversational UI, or AI-powered interfaces
• Track record of shipping end-to-end product design across both customer-facing and operator-facing (agent/internal tooling) surfaces within cross-functional teams
• Demonstrated ability to work autonomously across a complex, multi-surface product ecosystem, from early concept through production launch
• Mastery of visual design, interaction design, and conversation flow design, with fluency in Figma and modern prototyping tools
• Strong cross-functional communication and stakeholder management across engineering, product, operations, and executive audiences
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality

Benefits

• Equity and bonus eligibility
• Benefits (medical, dental, vision, 401(k))
• Candidates may submit a maximum of 3 applications within a 6-month period
• 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

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