Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

Data Science is an integral component of Coinbase’s product and decision making process: we work in partnership with Product, Engineering and Design to influence the roadmap and better understand our users. With a deep expertise in experimentation, analytics and advanced modeling, we produce insights which directly move the company’s bottom line.

Customer Support/Experience is one of the most critical touchpoints in Coinbase’s relationship with our users — but the best support is the support that doesn’t need to exist. Our mission is to deeply understand the end-to-end customer support journey, from prevention through resolution, and use data to eliminate friction before it impacts our users.

We partner closely with Product, Engineering, CX Operations, and Automation teams to build systems that predict and reduce negative experiences, increase self-service success rates, optimize automation, and ensure closed-loop feedback to product teams to fix root causes. We combine advanced modeling, real-time analytics, experimentation, and ML-driven insights to save millions in costs, reduce churn, and improve customer satisfaction globally.

We are looking for an experienced data science leader to build and lead a team that will revolutionize how Coinbase delivers customer service. This role will own the entire analytics and experimentation framework for the customer support funnel, guide investment decisions through rigorous measurement, and drive scalable automation and feedback systems that directly move the company’s bottom line.

What you’ll be doing (ie. job duties):

Lead, mentor, and grow a high-performing data science team focused on customer service excellence, including data scientists and data engineers.

Partner with CX leadership, Product, and Engineering to proactively identify, measuring, and reducing friction points across the customer lifecycle.

Establish and own business metrics for customer support optimization

Develop real-time logging and prediction systems that assess session quality and enable proactive user interventions before support contact occurs.

Build standardized processes for experimentation and optimization, integrating with experimentation platforms to run and measure experiments in self-service, automation, and human resolution strategies.

Partner with product teams to close the loop—delivering actionable root cause analyses, mapping issues to responsible owners, and providing cost breakdowns per issue to inform prioritization.

Design anomaly detection systems across self-help and automation channels to trigger escalation pathways and prevent degradation of service quality.

Champion a culture of rigorous, data-driven decision making in CX, with clear reporting, alerting, and accountability mechanisms for issue owners and product DRIs.

Communicate insights and recommendations to senior Coinbase leadership, transforming quantitative findings into compelling narratives that influence company strategy.

Drive organizational initiatives to scale customer experience analytics through better systems, automation, and governance.

Data Science Manager

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