Summary

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:

What you’ll be doing:

1. Manage a high-performing team focused on Jira Service Management, Moveworks, AI-powered tooling, forms, workflows, and analytics that enable support at scale
2. Partner closely with Tier 1 and Tier 2 Support leadership to ensure tooling and automations meet operational needs, eliminate friction, and support service quality
3. Own intake, prioritization, and delivery of support tooling enhancements and data reporting capabilities
4. Advocate for end-user experience by ensuring our self-service, ticket intake, and knowledge discovery tools are intuitive, accessible, and effective
5. Collaborate cross-functionally with Engineering, IT, Compliance, and Product to align support tooling with broader business systems and workflows
6. Guide your team in the application of automation, AI, and analytics to improve support efficiency and user satisfaction
7. Participate in planning, OKR setting, and agile delivery cadences across the broader IT Support & Services function
8. Coach and support your team in technical and strategic development, driving execution while fostering innovation and ownership
9. Participating in an oncall rotation 

What We Look For In You:

1. The mission of Coinbase resonates with you, and you are eager to learn more about crypto
2. You are a technically proficient leader
3. Demonstrated experience leading high-seniority technical teams (IC5 level) focused on support tooling, automation, or IT operations platforms
4. Strong expertise in Jira Service Management, workflow configuration, form design, and end-user experience optimization
5. Familiarity with AI-driven platforms like Moveworks or similar tools that enhance support productivity and user engagement
6. Experience driving tooling improvements in alignment with the needs of both support agents and end users
7. Strategic mindset with a hands-on orientation — able to operate at both the roadmap and execution level
8. Clear communicator and effective cross-functional partner who can translate requirements across technical and non-technical teams
9. Strong data literacy and comfort working with metrics, dashboards, and tooling performance KPIs
10. Excitement for innovation in AI, automation, and the future of employee support

Nice To Haves:

1. Experience with self-service tools supporting distributed workforces
2. Experience managing service tooling in a high-growth, crypto-native or SaaS environment
3. Prior success leading programs that involved AI/ML in the IT support domain
4. Familiarity with user research, form UX, or knowledge architecture
5. You possess a crypto wallet/address/identity and can demonstrate current knowledge of fundamental crypto concepts

Job ID: P70535

Pay Transparency Notice: 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, and vision).

Pay Range:

€101.000—€101.000 EUR

Skills

• Community Moderator
• IT support
• Leadership
• Strategic Thinking
• Team Collaboration