Coinbase
Staff
Own the roadmap for the automated support surfaces that touch millions of Coinbase customers
This is a Staff PM role inside Coinbase's CX Automation team, owning end-to-end product strategy for chat, voice, and proactive support surfaces built on Amazon Connect and Sprinklr. The mandate is to push automation rate and CSAT together by deciding where to deflect, automate, or hand off to a human agent. Expect deep questions on AI-powered support workflows, cross-funnel metrics, and influencing without owning full-stack UX.
Step into this interview
Free · a live voice mock calibrated to this exact role
What this interview tests
- Product strategy for chat/voice/proactive support automation
- Balancing automation rate against CSAT rather than optimizing one alone
- Cross-functional influence without owning end-to-end UX (Engineering, CX Ops, Data Science, Compliance)
- AI/LLM-powered support workflows: routing, chatbots, human handoff design
- Build-vs-buy and vendor evaluation for CX tooling
- Metrics ownership across complex funnels (deflection, resolution time, CSAT)
Common question themes
Tell me about a support automation initiative you owned end-to-end — what was the roadmap and how did delivery actually go
How do you decide when an automated interaction should hand off to a human agent
Describe a time you had to influence a decision across teams you didn't manage
How have you built or scaled an AI-powered customer support capability (chatbot, LLM assistant, intelligent routing)
How do you weigh build-vs-buy for a CX automation tool
Walk through how you'd define success metrics for a new proactive support surface
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