Summary

Who you are:

1. You’ve got positive energy. You’re optimistic about the future and determined to get there. 
2. You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
3. You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
4. You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
5. You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
6. You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.

The Consumer Content team is a subteam of Customer Experience. The Consumer Content team supports all content strategy and creation efforts across the company to ensure that customers in every region are given the best customer experience. The Consumer Content team is responsible for driving content experiences designed to empower customers.

As a Senior Content Strategist, you will produce, manage, and optimize self-service content strategies and programs, focusing heavily on repeatable innovation and leading by example. Collaborating closely with cross-functional teams, you will streamline operations, enhance efficiency, and drive improvements in key organizational metrics. Success in this role requires a keen interest in the crypto industry, exceptional writing skills, meticulous attention to detail, and the ability to translate complex topics into easily understandable content.

What you’ll be doing

1. Content Production: Execute on cross-functional content requests, dedicating approximately 20% of your time to creating content. Our team supports the broader Coinbase organization by strategizing, developing, editing, and optimizing content daily.
2. Content Review and Coaching: Review and edit both new and existing content to ensure alignment with our governance standards. Provide feedback and coaching to other content creators within the team, reducing customer friction and contributing to our business goals. 
3. Data Analysis: Regularly analyze content trends, presenting insights and recommendations to stakeholders and leadership.
4. Strategic Partnerships: Collaborate with cross-functional stakeholders to inform critical content strategy decisions, offering recommendations based on content insights and customer pain points.
5. Priority Management: Act with urgency, focusing on the most impactful work, and ensuring priority items progress efficiently.

What we look for in you

1. Mission-Driven: A deep alignment with Coinbase’s mission and a passion for creating a seamless customer experience within the crypto space.
2. Proven Experience: 3+ years of experience as a content writer, editor, or strategist, with a strong emphasis on content strategy and management.
3. Writing Expertise: Exceptional writing ability. You have an opinion on the oxford comma. 
4. Project Management: Strong project management capabilities, with the ability to prioritize and manage multiple projects simultaneously.
5. SEO Knowledge: Basic understanding of SEO best practices.
6. AI Experience: Experience using AI/LLMs to create, refine, and localize content; expert understanding of current limitations and emerging capabilities
7. Analytical Skills: Excellent analytical and problem-solving abilities, with a data-driven approach. Fluency in building reports and analyzing data. 
8. Communication: Exceptional communication and interpersonal skills, with a demonstrated ability to collaborate effectively with cross-functional teams.
9. Adaptability: High flexibility and adaptability to meet the evolving needs of a high-growth, fast-paced organization.

Nice to haves

1. Experience in Tech, Crypto, Finance, or Fintech sectors.
2. Familiarity with tools such as Contentful, Smartling, Google Suite, Jira, Amazon Connect, or Salesforce.
3. Experience utilizing AI tools
4. Knowledge of Six Sigma methodologies.
5. Experience partnering with customer-facing teams

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

Pay Range:

$113,900—$134,000 USD

Skills

• Analytical Thinking
• Communications Skills
• Content Strategy
• Strategic Thinking
• Writing