Senior Content Strategist

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 

• Content Production: Collaborate with Product and Program teams on GTM efforts to create help center and agent facing content that supports product launches.
• Content Review and Coaching: Review and edit both new and existing content to ensure alignment with our governance standards. Provide feedback and coaching to more junior content creators within the team, reducing customer friction and contributing to our business goals. 
• Data Analysis: Regularly analyze content trends, presenting insights and recommendations to stakeholders and leadership.
• Strategic Partnerships: Collaborate with cross-functional stakeholders to inform critical content strategy decisions, offering recommendations based on help center content insights and customer pain points.
• Priority Management: Act with urgency, focusing on the most impactful work, and ensuring priority items progress efficiently.

What we look for in you

• Mission-Driven: A deep alignment with Coinbase’s mission and a passion for creating a seamless customer experience within the crypto space. 
• Proven Experience: 5+ years of experience as a content writer, editor, or strategist, with a strong emphasis on content strategy and management.
• Writing Expertise: Exceptional writing ability, consistently delivering clean, concise copy. You have an opinion on the Oxford comma and uphold the highest standards in all written content.
• Project Management: Strong project management capabilities, with the ability to prioritize and manage multiple projects simultaneously.
• SEO Knowledge: Basic understanding of SEO best practices.
• AI Experience: Experience using AI/LLMs to create, refine, and localize content; expert understanding of current limitations and emerging capabilities
• Analytical Skills: Excellent analytical and problem-solving abilities, with a data-driven approach. Fluency in building reports and analyzing data. 
• Communication: Exceptional communication and interpersonal skills, with a demonstrated ability to collaborate effectively with cross-functional teams. Your mission is to cultivate strong relationships, not sever connections. 
• Adaptability: High flexibility and adaptability to meet the evolving needs of a high-growth, fast-paced organization. Crypto moves at the speed of light and so do we.
• Exceptional Drive: A proactive, self-motivated individual who thrives in a fast-paced environment, consistently exceeding expectations, turning challenges into opportunities, and demonstrating a positive, solutions-oriented attitude.

Nice to haves:

• Experience in Tech, Crypto, Finance, or Fintech similar regulated sectors.
• Familiarity with tools such as Contentful, Smartling, Google Suite, Jira, Amazon Connect, or Salesforce.
• Experience utilizing AI tools.
• Video editing experience. 
• Knowledge of Lean Six Sigma methodologies.
• Experience partnering with customer-facing teams.

Job #: P63033