Engineering Manager - Customer Experience AI
Coinbase · Remote · Mumbai, India · 6mo 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.
Coinbase’s Consumer Engagement and Experience (CEE) Surfaces team owns the front door to support for millions of customers: help.coinbase.com, social support, and Athena, the knowledge platform used by CX agents. We are rebuilding these experiences to be AI-native, with retrieval, generation, and agentic resolution at the core.
We’re hiring an Engineering Manager to lead and scale the team responsible for these surfaces. You’ll set technical strategy and 12-month direction for AI-assisted self-service support, improving automated resolution quality and customer satisfaction while meeting Coinbase’s standards for safety, privacy, reliability, and cost.
What you’ll do
- Lead a high-ownership engineering team building Help Center, social support, and agent knowledge experiences.
- Own end-to-end delivery of self-service discovery, conversational and agentic resolution, intelligent routing, escalation, and human handoff.
- Define architecture for secure, reliable, scalable systems spanning search, knowledge retrieval, chat orchestration, CRM, and ticketing integrations.
- Establish evaluation harnesses, quality metrics, feedback loops, and safeguards for accuracy, groundedness, privacy, and safety.
- Partner with Product, Design, CX Operations, Data, Compliance, Legal, Privacy, and Security on roadmaps, metrics, and execution.
- Evaluate build-versus-buy options and operationalize third-party solutions.
- Break complex initiatives into milestones and drive iterative delivery through experiments, A/B tests, and measured rollouts.
- Own SLAs, SLOs, monitoring, incident response, and operational readiness.
- Coach, develop, hire, and retain exceptional engineers while fostering an inclusive, collaborative culture.
- Communicate progress, risks, and tradeoffs clearly to technical and non-technical stakeholders.
Required Skills and Experience:
- 8+ years of software engineering experience delivering customer-facing products or platforms.
- 3+ years managing high-performing engineering teams, including hiring, coaching, performance management, and team health.
- Production experience with LLM-powered systems, such as RAG, agentic workflows, or tool/function calling, and a strong understanding of quality and safety measurement.
- Experience building and operating distributed systems at scale, including reliability, security, performance, and incident response.
- Strong technical judgment, execution skills, product sensibility, and ability to create structure in ambiguous environments.
- Experience partnering across technical and non-technical teams.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
- Experience with customer support, knowledge search, or AI-assisted customer experiences.
- Experience with shared infrastructure, cloud platforms, Kubernetes, Terraform, CircleCI, or Buildkite.
- Experience with SQL/NoSQL, gRPC, GraphQL, Kafka, or message queues.
- Proficiency in Ruby or Go, or ability to ramp quickly.
Job ID - P75782
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).
- 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.
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