Senior Product Manager, Help Center (CX Automation)

RADEMACHER GERÄTE-ELEKTRONIK GmbH; India; On-site; INR 5,951,340 - 7,273,860; Full time

Job summary

Coinbase is recruiting a Senior Product Manager for the Help Center to own the primary self-service channel and drive automation and CSAT through AI-powered search and personalized article experiences.

You will collaborate with CX Ops, Content Design, Engineering, and Data Science to ensure knowledge across geographies and languages is accurate and high coverage, guiding metrics like Automation Rate and escalation.

Qualifications

• 5+ years in product management owning customer-facing surfaces or self-service products.
• Experience building or improving search, knowledge management, or self-service—AI/ML-powered.
• Proven ability to define and use support/self-service metrics (automation, deflection, CSAT, escalation).
• Strong cross-functional collaboration across content, engineering, operations, and analytics.
• Experience with Help Center or knowledge base platforms (Contentful, Zendesk, Freshdesk, Salesforce).

Responsibilities

• Own the Help Center roadmap across search quality, article strategy, AI summaries, and self-service flows.
• Improve Automation Rate and CSAT by deflecting contacts with better self-service and smarter surfacing.
• Build AI-integrated search and content experiences with ML/LLM partners for relevance and summaries.
• Partner with CX Ops, Content Design, Engineering, and Data Science to maintain knowledge across geographies and languages.
• Define and track funnel metrics and use data to drive prioritization.
• Collaborate with platform teams and 3P vendors to keep integrations current.

Tools

Contentful

Zendesk

Freshdesk

Salesforce

Job description

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.

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 INR

Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.

US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.

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. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.

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