Consumer SME L D Trainer III

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.

SME L&D Trainer III is responsible for delivering new hire onboarding and cross‑skilling training to drive quality and performance. You will collaborate closely with cross‑functional partners such as Workforce Management, Vendor Management, Operations, L&D, and Quality Assurance to provide targeted support readiness training. As an expert in operations processes, you will have experience delivering training both in person and virtually to a global audience.

Alongside training, you will also work on live cases in production to stay updated with Coinbase's case handling practices and enhance your subject matter expertise. We are looking for someone who is passionate about delivering an exceptional customer experience.

• Deliver comprehensive, and interactive training sessions covering Premium & Priority support work streams.
• Deliver onboarding, and cross‑skilling training and nesting support to enable L&D to meet its KPIs, and business SLAs.
• Maintain high standards in training delivery for consistent knowledge transfer.
• Conduct Train-the-Trainer (TTT) masterclasses, certify training facilitators, and participate in continuous development programs to uplift trainer quality.
• Collaborate with cross functional teams and work with L&D to enable the design and development of training materials and modules tailored to Premium & Priority Support.
• Make recommendations of the design of onboarding, and cross skilling programmes
• Ensure training content aligns with regulatory requirements and internal policies.
• Address and remediate training gaps identified through QA processes.

• Identify opportunities to optimize existing processes and KPIs through continuous improvement initiatives.
• Manage and prioritize the problems, ensuring submitted ideas are reviewed and acted upon within defined SLAs.
• Identify and execute on opportunities to eliminate, automate, and optimize (EAO) using data analysis.
• Collaborate with cross-functional teams to discuss proposed solutions and coordinate their implementation.
• Submit tooling enhancement requests to relevant teams based on observations and testing.
• Collaborate with the Knowledge Management team on content updates and with L&D on training material revisions.
• Dedicate at least 10 hours per week to hands‑on production roles to stay updated on workflows and identify areas for improvement.
• Provide flexible support during workload spikes and work with the manager to define guardrails for production hours.
• Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Champion clear communication with internal and…