Data Scientist II - Platform

Overview

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.

• Lead, mentor, and grow a high-performing data science team focused on customer service excellence, including data scientists and data engineers.

• Partner with CX leadership, Product, and Engineering to proactively identify, measuring, and reducing friction points across the customer lifecycle.

• Establish and own business metrics for customer support optimization

• Develop real-time logging and prediction systems that assess session quality and enable proactive user interventions before support contact occurs.

• Build standardized processes for experimentation and optimization, integrating with experimentation platforms to run and measure experiments in self-service, automation, and human resolution strategies.

• Partner with product teams to close the loop—delivering actionable root cause analyses, mapping issues to responsible owners, and providing cost breakdowns per issue to inform prioritization.

• Design anomaly detection systems across self-help and automation channels to trigger escalation pathways and prevent degradation of service quality.

• Champion a culture of rigorous, data-driven decision making in CX, with clear reporting, alerting, and accountability mechanisms for issue owners and product DRIs.

• Communicate insights and recommendations to senior Coinbase leadership, transforming quantitative findings into compelling narratives that influence company strategy.

• Drive organizational initiatives to scale customer experience analytics through better systems, automation, and governance.

• BA / BS degree in business, computer science, statistics, applied mathematics, or any scientific or computational degree

• 8+ years of experience in data science, analytics, or a related field, with at least 3+ years managing high-performing teams.

• Demonstrated experience in leading end-to-end measurement and optimization frameworks across multiple product or operational contexts.

• Strong background in machine learning, experimentation, and statistical analysis applied to product, customer experience, or operations.

• Proven ability to partner cross-functionally with Product, Engineering, and Operations to deliver measurable business impact.

• Experience designing and implementing real-time analytics, anomaly detection, and automated intervention systems.

• Exceptional communication skills, with the ability to synthesize complex data into clear, actionable strategies for executives and cross-functional partners.

• Comfortable with ambiguity and adept at defining structure in complex, multi-stakeholder projects.

• Deep focus on scalability — building common tooling and frameworks that can be used across multiple teams and contexts.

• Familiarity with LLM or NLP-based classification tools, predictive modeling, and event logging systems a plus.

• Passion for delivering delightful customer experiences and driving measurable reductions in churn and…