Staff Product Designer (Experience & Engagement)

Remote - USARemote 2d ago

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. 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. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

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. The team builds the Help Center, Chatbot, Voicebot, and the premium Concierge support experience embedded inside the Coinbase app, with a mission to automate 90%+ of customer interactions by EOY 2026 while delivering the highest-quality support experience in fintech. 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.

What you’ll do:

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.

Required skills & experience: