The CX Automation team within Enterprise Applications & Architecture engineers seamless, intelligent customer experiences by maximizing automation across support surfaces. As Senior Product Manager for the Help Center, you’ll own Coinbase’s primary self-service channel—where most customers first seek support. You’ll drive Automation Rate and customer satisfaction by building AI-powered search, personalized article experiences, and self-service workflows that resolve issues before they reach an agent.
What you’ll do
- Own the Help Center roadmap across search quality, article strategy, AI summaries, and self-service flows serving millions of global customers.
- Improve Automation Rate and CSAT by identifying high-impact opportunities to deflect contacts via better self-service, smarter surfacing, and proactive resolution.
- Build AI-integrated search and content experiences with ML/LLM partners to enhance relevance, summaries, and contextual 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.
- Collaborate with internal platform teams and 3P vendors to keep chat, voice, and agent-tool integrations seamless and current.
Required Skills and Experience
- 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—ideally with AI/ML-powered search, recommendations, or RAG retrieval.
- Proven ability to 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 CMS/support tooling).
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation mayalso include equity and bonus eligibility and benefits (including medical, dental, and vision).
Annual base salary range (excluding equity and bonus):₹6,612,600—₹6,612,600 INRSenior Product Manager, Help Center (CX Automation) at Coinbase: FAQ
How much does the Senior Product Manager, Help Center (CX Automation) role at Coinbase pay?
The Senior Product Manager, Help Center (CX Automation) position at Coinbase pays INR 6612k/year. Compensation may vary based on experience and location.
Is the Senior Product Manager, Help Center (CX Automation) role at Coinbase remote?
Yes — Coinbase is hiring this Senior Product Manager, Help Center (CX Automation) as a remote role. You can apply from anywhere unless the listing specifies a region.
What skills are required for the Senior Product Manager, Help Center (CX Automation) role at Coinbase?
This Senior Product Manager, Help Center (CX Automation) role is associated with the following skills and technologies:
- Product Manager
- AI
- Data
- Full Time
- Remote
- Web3
Read the full job description above for the complete list of requirements.
Is the Senior Product Manager, Help Center (CX Automation) role at Coinbase full-time or contract?
Coinbase is hiring this Senior Product Manager, Help Center (CX Automation) as a full time position.
How do I apply for the Senior Product Manager, Help Center (CX Automation) role at Coinbase?
You can apply for the Senior Product Manager, Help Center (CX Automation) role at Coinbase directly on this page using the Apply button. Remote candidates are welcome. Applications submitted through CryptoJobsList reach the employer directly.