Manager of IT Support Tooling, Coinbase
€101k
+ Target Bonus + Target Equity + ESPP
The world’s leading exchange for digital currencies
Posted today
The world’s leading exchange for digital currencies
1001+ employees
Posted today
€101k
+ Target Bonus + Target Equity + ESPP
1001+ employees
Company mission
To increase economic freedom for more than 1 billion people.
Role
Who you are
- The mission of Coinbase resonates with you, and you are eager to learn more about crypto
- You are a technically proficient leader
- Demonstrated experience leading high-seniority technical teams (IC5 level) focused on support tooling, automation, or IT operations platforms
- Strong expertise in Jira Service Management, workflow configuration, form design, and end-user experience optimization
- Familiarity with AI-driven platforms like Moveworks or similar tools that enhance support productivity and user engagement
- Experience driving tooling improvements in alignment with the needs of both support agents and end users
- Strategic mindset with a hands-on orientation — able to operate at both the roadmap and execution level
- Clear communicator and effective cross-functional partner who can translate requirements across technical and non-technical teams
- Strong data literacy and comfort working with metrics, dashboards, and tooling performance KPIs
- Excitement for innovation in AI, automation, and the future of employee support
Desirable
- Experience with self-service tools supporting distributed workforces
- Experience managing service tooling in a high-growth, crypto-native or SaaS environment
- Prior success leading programs that involved AI/ML in the IT support domain
- Familiarity with user research, form UX, or knowledge architecture
- You possess a crypto wallet/address/identity and can demonstrate current knowledge of fundamental crypto concepts
What the job involves
- As a Manager of IT Support & Services at Coinbase, you’ll lead a senior team focused on IT support tooling, automation, and data
- In this role, you’ll oversee Jira Service Management, Moveworks, and AI-assisted support systems that power our Tier 1 and Tier 2 teams and enhance end-user experience
- You’ll drive strategic tooling improvements, enable efficient operations, and ensure that our support platforms scale with the company
- Here are some key aspects of your job description:
- Manage a high-performing team focused on Jira Service Management, Moveworks, AI-powered tooling, forms, workflows, and analytics that enable support at scale
- Partner closely with Tier 1 and Tier 2 Support leadership to ensure tooling and automations meet operational needs, eliminate friction, and support service quality
- Own intake, prioritization, and delivery of support tooling enhancements and data reporting capabilities
- Advocate for end-user experience by ensuring our self-service, ticket intake, and knowledge discovery tools are intuitive, accessible, and effective
- Collaborate cross-functionally with Engineering, IT, Compliance, and Product to align support tooling with broader business systems and workflows
- Guide your team in the application of automation, AI, and analytics to improve support efficiency and user satisfaction
- Participate in planning, OKR setting, and agile delivery cadences across the broader IT Support & Services function
- Coach and support your team in technical and strategic development, driving execution while fostering innovation and ownership
- Participating in an oncall rotation
Our take
Coinbase has built a reputation as one of the most accessible entry points into the world of cryptocurrency. With features like crypto wallets, direct bank account linking, and merchant payment tools, it's helping bring crypto into the mainstream. But the company isn't just relying on its early success, it's evolving fast to stay relevant in a rapidly changing market.
Lately, its doubled down on its focus on institutional clients, now serving as the custodian for the majority of approved Bitcoin and Ethereum ETFs, and its Prime platform offers a full suite of services for hedge funds, asset managers, and financial institutions. As demand for regulated crypto products rise globally (particularly in Asia), Coinbase is ready to expand.
And it's even making moves to engage with younger audiences, having recently partnered with Riot Games to sponsor global eSports events for League of Legends and Valorant. This multi-year deal, commencing with the Valorant Masters in Toronto and the MSI 2025 tournament in Vancouver. This partnership highlights Coinbase's strategy to integrate Web3 technologies into mainstream entertainment, aiming to bridge the gap between gaming and cryptocurrency for a new generation of users.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-24% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2018
$300m
GROWTH EQUITY VC
Oct 2018
$108.1m
SERIES D
Total funding: $633.4m
Leadership
Brian Armstrong
(Co-Founder & CEO)Previously founded UniversityTutor.com, also worked as a Software Engineer at AirBnb
Alessia Haas
(CFO)Previously held various head positions, including VP at GE Healthcare, Director at Merrill Lynch and CFO at CIT Bank and Oz Management
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