• Monitor and evaluate key performance indicators (KPIs) related to customer experience, such as satisfaction, loyalty, retention and NPS (Net Promoter Score). • Map, analyze, diagnose and continuously update the end-to-end customer journey, with a surgical focus on critical moments: First Use (first value), Onboarding, retention and habit formation. • Develop and implement strategies to improve customer communication and engagement throughout their journey. • Propose and deliver training/presentations for the customer service team to improve service skills and the ability to provide an exceptional experience. • Monitor market trends and best practices in customer experience for legaltechs and continuously implement innovations/improvements to our customer journey. • Prepare management reports and dashboards on customer experience, providing actionable insights and strategic recommendations to the Executive Board. • Propose and implement customer loyalty and retention programs. • Act as the technical and strategic bridge between the customer and internal areas, translating mapped pains and behaviors (Voice of the Customer - VOC) into detailed action plans and clear guidance for Product (usability), CS Marketing (education and communication) and CS (support) teams. • Interview internal and external customers about interaction flows during the journey. • Diagram customer journeys and constantly review the support/service flow to propose actions focused on retention.

• Execute end-to-end financial crime compliance audits, including scoping, risk and control assessments, walkthroughs, control testing, and drafting workpapers and reports that are clear, complete, and actionable. • Own audit logistics and stakeholder engagement in a remote environment, tracking requests, open items, and testing status while maintaining proactive communication with cross-functional partners. • Identify control gaps during fieldwork by performing root cause analysis, evaluating exception severity based on likelihood, impact, and regulatory exposure, and escalating where additional stakeholder outreach is required. • Develop risk-based recommendations in collaboration with stakeholders, document management responses and action plans, and validate remediation of prior audit findings through to closure. • Maintain current knowledge of anti-money laundering and sanctions regulations across all jurisdictions where Coinbase operates, applying regulatory developments to audit scope and testing.

• The Precertification Specialist obtains authorizations from Insurance companies for scheduled tests/procedures providing necessary medical information for authorizations. • Interprets patient medical records and reviews cases with the insurance nurse reviewer. • Accurately enters information into multiple computer programs and insurance websites.

• Support the execution of the stages in the new product creation pipeline, under guidance; • Update control spreadsheets, logs/histories, and file storage folders; • Assist with product registration and maintenance on sales platforms (ClickBank, BuyGoods, JVZoo, Digistore, Cartpanda); • Provide operational communication support with suppliers and partner companies; • Perform basic anomaly checks and report inconsistencies to the team; • Support internal teams with requests related to the product pipeline.