Manager, IT Support Tooling

Details

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.

Responsibilities

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

Requirements

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

Nice To Haves

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

Benefits

• Medical Insurance covered at 100% for employees and dependants
• Dental Insurance covered at 100% for employees and 50% for dependants
• Vision insurance covered at 100% for employees and dependants
• Life Assurance Benefit
• Pension Scheme
• Long Term Disability Benefit
• Bike to Work Scheme
• Employee Stock Purchase Plan (ESPP)
• Travel Medical Policy - Global Traveler
• Wellness Stipend
• Mobile/Internet Reimbursement
• Connections Stipend
• Learning and Development Allowance
• Employee Assistance Program
• Fertility Benefits
• Generous Time off/Leave Policy