Managing Editor

Work from
Anywhere ๐ŸŒŽ
Full Time
Opening date
Closing date
17 Feb 2022

Coinbase’s Customer Experience (CX) organization plays a critical role in achieving that vision. 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 build an effortless experience. Our subteam, CX Knowledge Management, supports global, customer-facing content creation and maintenance, internal documentation, localization efforts, and training.

As Lead Editor, Community Engagement & Content Moderation,ย  you will partner with CX Operations and Compliance subject matter experts to develop, edit, publish and maintain the internal documentation, process maps, policies and knowledge assets that enable front-line support teams to deliver fast, accurate, high quality support for our customers and ensure that our platform is a safe, open, and engaging place for the crypto community to come together.

What youโ€™ll be doing (ie. job duties):

  • Partner with domain specialists to develop, optimize, publish, and maintain internal documentation relating to Coinbaseโ€™s community operations and content moderation practice, which encompasses traditional social media channels like Twitter and Reddit as well as crypto-specific channels and platforms
  • Continuously improve the accuracy, discoverability, and efficacy of our internal documentation assets
  • Propose, test, and scale results-oriented, data-driven ideas to improve our internal knowledge ecosystem
  • Critically review written documentation and process maps, checking for logic, accuracy, and completeness

What we look for in you (ie. job requirements):

  • Bachelor’s degree
  • 4+ years of social media-focused writing, editorial, content strategy, or communications experience, preferably in a Fintech or SaaS environment
  • Experience working with internal stakeholders including Compliance, Safety, Product and Legal teams to develop scalable policies and processes relating to content and community moderation
  • Proven experience leading complex, multi-faceted projects/programs and handling stakeholders
  • Initiative and strategic vision to propose and test new approaches to developing user-friendly internal content that scales globally
  • Facility supporting less experienced writers and providing clear, practical feedback
  • Meticulous analytical problem solver, with an interest in distilling complex concepts and systems into clear, simple language
  • A passion for editing and outstanding attention to detail
  • Flexible team player, adaptable to the evolving needs of a high-growth and fast paced organization

Nice to haves:

  • A passion for crypto or Fintech
  • Experience working in a startup environment
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