Senior Program Lead (Proactive Support)

Coinbase

2 months ago

3.7 on Glassdoor

United States

Hybrid

Full Time

Senior

0 applicants

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About this role

The Senior Program Lead of Proactive Support at Coinbase will define and execute a cross-functional strategy to build a real-time proactive support program that prevents customer churn, drives retention, and captures revenue opportunities. The role owns program roadmap, operational outcomes, and KPIs while partnering with Product, Engineering, Data, and Operations to deliver event-driven signal-to-action capabilities and specialized resolution models. The position emphasizes transforming CX from reactive support into a revenue-generating function through cohorting, decisioning, and optimized routing.

Skills

Qualifications

MBA or Higher DegreeLean Six Sigma Certification

About Coinbase

coinbase.com

Coinbase is a leading cryptocurrency platform that lets individuals and institutions buy, sell, store, and transfer digital assets. Its product suite includes the consumer Coinbase app and Wallet, advanced trading and custody services for institutional clients (Coinbase Prime), commerce and developer APIs, and staking and token services. The company emphasizes security and regulatory compliance—using cold storage, insurance policies, and fiat on/off ramps like bank transfers and card payments—to make crypto accessible and safer for mainstream users. Retail investors, developers, and businesses use Coinbase for trading, custody, and building crypto-native products and services.

Recent company news

Coinbase

Webull Expands Crypto Trading for Millions of Users with Coinbase's Crypto-as-a-Service Integration

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Coinbase Launches Regulated Bitcoin And Crypto Futures Across Europe

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Empire State Development (ESD) (.gov)

Empire State Development Announces Coinbase’s Expansion In New York City, Creating Over 600 High-Tech Jobs And Over $750 Million In Annual Research And Development | Empire State Development

1 week ago