About this role
Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
CX Learning & Development (L&D) is responsible for training Coinbase’s frontline customer support agents, and behind the scenes analysts, across multiple topics: process, compliance, policy, product, tools, and crypto. We are responsible for building and maintaining training programs, and deploying them to a global network of agents.
As a Consumer L&D Analyst, you will be responsible for the successful deployment of new hire onboarding and cross-skilling training, and will be expected to manage multiple deployments concurrently. This will include owning tasks like request scoping, scheduling training, assigning elearning, tracking completion, monitoring assessment outcomes, and auditing Training Facilitators for effectiveness. You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, and Quality Assurance. Additionally, you will work with tools like Docebo (LMS), Looker (data/reporting), Jira (ticketing system/workload management), Slack, and G-suite in order to complete your job.
This role is ideal for someone who is a clear communicator (written and verbal), self-motivated, naturally curious, and adaptable to change in a fast-paced environment.
What you’ll be doing (ie. job duties):
- Manage all training deployment, and evaluation, logistics for new hire onboarding and cross-skilling requests
- Follow documented standard operating procedures (SOPs)
- Scope the request with requester where additional clarity is needed
- Coordinate Learner schedules with Workforce Management
- Coordinate Training Facilitator schedules with Workforce Management
- Assign eLearning training in Docebo
- Assign Instructor-led training in Docebo
- Track and report on Completion % using Looker
- Track and report on Assessment scores using Looker
- Coordinate nesting with the relevant quality teams
- Coordinate remedial training based on nesting audit outcomes
- Own all training communications with stakeholders
- Draft and send training communications, and announcements, in Slack
- Maintain Jira ticket fields for each training deployment request
- Update existing training materials based on changes to process, policy, product, and tooling
- Peer review net new training materials created by the L&D Program Management Team
- Support ad hoc training projects led by the L&D Program Management Team
- Examine Support Change Management tickets to identify any outdated content or articles, and update them accordingly in Rise.
- Proactively provide recommendations for how to optimize training, and training logistics
- Prepare relevant business review documents with L&D metrics
- This role requires full-time in-office presence, with approximately 25% travel to various Coinbase or BPO offices. The primary purpose of the travel is to support onsite instructor-led training, audit the delivery and management of classes by Training Facilitators using a standardized audit guide/rubric, and provide feedback directly.
- Accountable for L&D KPI execution (Completion, Assessment, CSAT, Nesting Pass Rate)
- Accountable for sprint cycle audit execution
What we look for in you (ie. job requirements):
- 3+ years of L&D, Training Coordination, or Project Management experience within a Customer Experience (CX), or Operations environment
- Proven track record of successfully managing complex tasks, and delivering high-quality results within deadlines
- Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization
- Strong analytical and problem-solving skills, with the ability to identify training needs, evaluate training effectiveness, and recommend improvements
- Ability to work independently and as part of a team, with a high level of self-motivation and personal accountability
- Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
- Clear written and verbal communication
Nice to haves:
- Knowledge of the crypto industry, web 3, or traditional finance
P56697
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision).
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com
Other facts
About Coinbase Careers Page
Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.
What you'll do
- The role involves managing training deployment logistics for new hire onboarding and cross-skilling requests, including scheduling and tracking training completion. The specialist will also coordinate with various teams and maintain training materials.
Ready to join Coinbase Careers Page?
Take the next step in your career journey