Content Strategist, Coinbase

• The ideal candidate will have a customer-centric mindset, a deep understanding of content operations, strong project management skills, and adaptability to a fast-paced environment
• Top candidates will have a natural desire to continually improve customer & agent experiences, high user empathy, and a willingness and curiosity to regularly inspect and dive into data. We are ready for new ideas, innovation, and a passion for scale and automation
• Motivated by Coinbase’s mission and an interest in crafting a seamless customer experience for our global customer base, including a passion for products within the broader crypto space
• 3+ years of proven experience in Content Strategy, Content Management, or Program Management
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously
• Excellent analytical and problem-solving abilities, with a data-driven mindset
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams
• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization

Desirable

• As a Content Strategist, you will be responsible for managing and optimizing self-service content strategies and programs, focusing on automating and scaling the delivery of content to both internal and external customers
• You will work closely with cross-functional teams to streamline operations, improve efficiency, and drive improvements to organizational KPI’s via content improvements
• You will thrive in this role if you have experience forming relationships and influencing cross-functional teams, analyzing data to produce actionable recommendations, delivering high quality projects on time, and working independently to define and optimize programs
• Execute on cross-functional content requests. The Content Team supports the broader Coinbase organization, developing, editing, and optimizing content on a daily basis. This role will spend roughly 75% of the time producing new self-service content
• Dive deep into content performance data and find scalable solutions to optimize content and how it is presented to our customers. You will regularly inspect trends, present learnings and recommendations to stakeholders and leadership, and generate regular reports. This data will be used to create best practices for the larger content team
• Build strong relationships with team members in Product, Engineering & Design which will be used to advocate for improvements to the customer experience, and feature request development
• Partner with cross functional stakeholders to make critical decisions regarding content strategy & implementation by providing recommendations based on content insights, and customer pain points and needs
• Create detailed customer and content cohort reports which provide cross functional stakeholders with insights into feedback and overall customer sentiment
• Collaborate with various cross-functional teams, including (but not limited to) Customer Success, Operations, Product, Analytics, Training, and Workforce Management
• Act with urgency to ensure priority items are progressed through having a bias for action and focusing on the 20% of work that will get 80% of the impact