Staff Product Designer (Experience & Engagement)

ABOUT THE ROLE We are seeking a highly skilled and motivated Product Design Lead to join our Customer Experience and Engagement product team at Coinbase. As the founding design hire, you will own end-to-end design across our AI-first customer support platform, driving measurable impact on automation quality, customer satisfaction, and Concierge revenue. This is a unique opportunity to shape the future of finance and deliver world-class support experiences to millions of customers. WHAT YOU'LL DO As a Product Design Lead, you will be responsible for defining the design vision across our full product surface, spanning Help Center, Chatbot, Voicebot, and the in-app Concierge support experience. Your key responsibilities will include: - Owning end-to-end design vision and execution across the full CX product surface - Driving MVP and future-state concepts across the AI-powered support ecosystem - Leading design for Concierge, our premium support product, and translating a $50M+ revenue goal into a high-touch, differentiated in-app experience - Partnering with Product, Engineering, and CX Operations to ground design decisions in real support data, automation performance metrics, and customer satisfaction signals - Shaping a reusable design system pattern library for AI-powered support and collaborating with the Coinbase Design System team to ensure consistency across Help Center, Chatbot, and Voicebot - Building direct relationships with customers and support agents to generate insights that influence how Coinbase delivers world-class support at scale WHAT YOU'LL NEED To succeed in this role, you will need: - 7+ years of Product Design experience with meaningful work on support, service, conversational UI, or AI-powered interfaces - A track record of shipping end-to-end product design across both customer-facing and operator-facing surfaces within cross-functional teams - Demonstrated ability to work autonomously across a complex, multi-surface product ecosystem - 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 - Utilization of generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality WHY REMOTE Coinbase is a remote-first company, but not remote-only. You can expect to get together quarterly for intense in-person working sessions called “surges.” BENEFITS Coinbase offers a competitive total compensation package, including an annual base salary range of $207,485 - $244,100 USD, equity, and bonus eligibility, as well as benefits such as medical, dental, vision, and 401(k).