资深产品设计师（体验与参与）
Staff Product Designer (Experience & Engagement)
准备开展职业生涯中最有影响力的工作吗？在Coinbase，我们对增加经济自由的使命毫不妥协。标准很高，环境紧张，我们喜欢这样。这里不是安于现状的地方，而是将你推向自己认知极限的地方。如果你准备好与那些拒绝满足于“足够好”的人一起打造金融的未来，那么你就在正确的地方。Coinbase是一家以远程办公为主，但并非完全远程的公司。你将每季度参加一次高强度的线下工作会，称为“冲刺”。了解更多关于在Coinbase工作的信息。
你将作为创始设计人员加入客户体验与参与产品团队，负责Coinbase人工智能优先的客户支持平台的全流程设计。该团队构建帮助中心、聊天机器人、语音助手以及嵌入Coinbase应用内的高级礼宾支持体验，目标是在2026年底之前自动化90%以上的客户互动，同时提供金融科技领域最高质量的支持体验。你将定义这一完整产品界面的设计愿景，并塑造数百万客户获取帮助的方式，推动自动化质量、客户满意度和礼宾服务收入的可衡量影响。
你将负责：
- 在整个客户体验产品界面（包括帮助中心、聊天机器人、语音助手以及应用内礼宾支持体验）上，负责全流程的设计愿景和执行。
- 推动AI驱动的支持生态系统中的MVP和未来状态概念，包括自助流程、对话交互、升级路径和主动联系界面。
- 负责礼宾服务的设计，将5000万美元以上的营收目标转化为高接触度、差异化的应用内体验。
- 与产品、工程和客户体验运营团队合作，将设计决策建立在真实支持数据、自动化性能指标和客户满意度信号之上。
- 构建适用于AI驱动支持的可复用设计系统模式库，与Coinbase设计系统团队协作，确保帮助中心、聊天机器人和语音助手的一致性。
- 直接与客户和支持人员建立关系，生成影响Coinbase大规模提供世界级支持的洞察。
所需技能与经验：
- 7年以上产品设计经验，有在支持、服务、对话式UI或AI驱动界面方面的重要项目经验。
- 有从零到一交付全流程产品的记录。
查看英文原文
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:
- 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.
Position ID: P77404
#LI-Remote
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Annual base salary range (excluding equity and bonus):
$207,485—$244,100 USD
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: 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.
- Accommodations: 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.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.