Manager, Consumer Content
Job Description
As Manager of Consumer Content, you’ll lead content strategy and design for our B2C help center and internal knowledge systems to enable exceptional self-service, AI-assisted and live support customer experiences. Your team of content strategists will work closely with analytics, customer success, machine learning and engineering teams to seamlessly deliver the right information to the right user at the right time. Your role is high impact and high visibility, with a reach spanning ~3M page impressions and ~100k customer contacts each week.
Job Responsibilities
Partner cross-functionally with our Operations, Customer Success, Product, Self-Service and Automation, and Quality Assurance teams to eliminate customer friction, improve first-contact resolution, and reduce OpEx through effective, targeted content. Manage design, production, and governance of all Consumer support content libraries and information systems to facilitate successful self-service, automation, and live support customer journeys. Design, champion and own delivery of the Consumer Content team’s KPIs and strategic roadmap. Measure and continually improve Consumer content performance and business impact. Support and develop a lean team of star performers in a high growth, high pressure environment.
Job Requirements
4+ years of experience leading global knowledge management or content strategy in a scaled customer support environment. 2+ years of experience building and leading high-performing, globally distributed teams. Highly effective written and verbal communicator who interacts with clarity and purpose at all levels of the organization. Demonstrated ability to lead indirectly and through influence to solve complex business problems. Experience using AI/LLMs to create, refine, and localize content; expert understanding of current limitations and emerging capabilities. Results-oriented professional with an ownership mentality and a track record of success in rolling up their sleeves. Demonstrated experience defining multi-year program strategies and KPIs aligned to overarching business objectives. Skilled and flexible operator adept at executing quickly to deliver business impact and pivoting to meet rapidly evolving business needs. Experience successfully operationalizing content work across individuals with disparate skill levels. Nice to haves: First hand experience in frontline customer support or QA. Experience with UX design or user research. Previous experience in crypto or fintech. Previous experience working in a hyper growth environment. Familiarity working in Jira, Looker or similar BI tools, Contentful or similar Content Management Systems.
About
Coinbase
At Coinbase, our mission is to https://blog.coinbase.com/our-mission-strategy-and-culture-18a92a3bb0fa increase economic freedom around the world</a>, 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.
Ready to get started?
It’s time to unleash your best content, build deeper relationships, and break free from your old inbound marketing playbook.
The world’s first AI-powered Audience Marketing platform for brands.
