Director, CX Ecosystem, Cloud Support

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At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

  • You’ve got positive energy. You’re optimistic about the future and determined to get there. 
  • You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
  • You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
  • You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
  • You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
  • You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

The CX Ecosystem team's mission is to accelerate crypto adoption and enable Web3 innovators. Today, the team has 3 main branches: Cloud Global Services, Commerce Onboarding and Support, and Custody Cold Storage. Starting with the onboarding process through technical engagement, the Cloud Professional Services team accelerates Web3 adoption for enterprise developers across Cloud products. Engagement managers and Technical Services Org provide personalized white-glove services helps top tier enterprise customers build in the crypto ecosystem. Cloud Support provides tiered incident and escalation management for enterprise developers across Developer products. The Commerce Onboarding team reviews Coinbase Managed Commerce applications that are submitted via UBO, while Commerce Support tackles all Commerce related cases, ranging from account access, integration, payments, and more. Custody Cold Storage is a globally distributed team responsible for facilitating Institutional client withdrawal transactions and processing restores for multiple Coinbase legal entities.  

Job responsibilities:

  • Drive Commerce, Cold Storage and Developer lines of business to support the broader crypto ecosystem. 
  • Coordinate and develop technical expertise with the Center of Excellence team
  • Develop Customer Experience Ecosystem value added services and improve operational excellence.
  • Execute complex and high priority cross functional projects in a fast paced environment
  • Ensure top talent in every seat by effectively managing and developing teams.
  • Work together with Business Development and Sales to establish the crypto partner ecosystem.
  • Create scaled technical enablement for the crypto partner ecosystem. 
  • Work together with Sales, Product, Engineering and Design teams to ensure post sales customer retention, execute seamless technical implementations and provide customer support.
  • Gather product requirements and advocate for customer requirements within Coinbase. Work closely with product teams to provide product roadmap updates to customers.
  • Provide detailed review of operational performance of customer coverage, operational metrics and service disruptions to management team and customers.
  • Responsible for escalation to Coinbase senior management to ensure timely resolution of service outages.

Pay Transparency Notice:  Depending on your work location, the target annual salary for this position can range from $267,325 to $314,500 + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Position ID: P61016



Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.  For US applicants, you may view Pay Transparency, Employee Rights and Know Your Rights notices by clicking on their corresponding links.  Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law. 

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to accommodations[at]coinbase.com and let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.    


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We are a remote first company with no centrally located HQ.

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