Senior Program Lead (Proactive Support)

Coinbase Careers Page(26 days ago)

HybridFull TimeSenior$130,900 - $154,000Customer Experience (CX)

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.

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Required Skills

Program Management
Signal Detection
Cohorting
Rules Engines
Task Routing
Workforce Management
Roadmapping
Dependency Management
Risk Mitigation
KPI Definition

+8 more

Qualifications

MBA or Higher Degree
Lean Six Sigma Certification

About Coinbase Careers Page

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.