Coinbase
Are you ready to push beyond your limits? At Coinbase, we are on a mission to increase economic freedom globally, and we need your expertise to help us achieve this ambitious goal.
We seek a passionate leader who believes in the transformative power of cryptocurrency and blockchain technology. If you are eager to make a meaningful impact, thrive under pressure, and are committed to continuous growth through feedback, you might be the perfect fit for our team.
At Coinbase, our work culture is intense, and we take pride in building a world-class organization. If you're ready to collaborate with some of the best in the field and tackle the complex challenges ahead, this is the place for you.
As part of our Customer Experience (CX) organization, you will play a key role in ensuring we deliver exceptional support across various social platforms. As the Director of Social Media Support, you will lead the teams responding to users on platforms like Reddit, X, LinkedIn, and beyond. You'll collaborate closely with our Communications team to ensure every interaction aligns with our brand values—emphasizing empathy, clarity, and credibility.
Key Responsibilities:
Establish and lead a high-impact social support program across platforms, engaging users in meaningful ways. Enhance real-time social listening, triage, and resolution for a variety of user issues, including account problems, verification challenges, and service frustrations. Facilitate cross-functional collaboration with teams in Fraud, Product, Trust & Safety, and Engineering to address root causes and invest in preventative solutions. Oversee escalation processes, ensuring seamless transitions from AI responses to human support to maximize customer satisfaction. Work with operations to create clear social channel support policies, performance metrics, and accountability frameworks. Manage crisis communications, including data breaches and scam advisories, to build and maintain trust post-incident. Serve as a credible voice in public messaging, reinforcing customer experiences that align with our mission. Qualifications:
6+ years of experience leading social media support programs, particularly in high-growth tech or crypto sectors. Proven ability to manage dynamic social support environments with significant public engagement. Experience partnering with communications and PR teams to deliver unified messaging during crises. Strong understanding of integrating AI with human support workflows. Comfortable navigating high-pressure situations and effectively managing narratives. Data-driven and results-oriented, with the capability to present insights to executive leadership. A genuine interest in cryptocurrency and alignment with our mission of promoting economic freedom. Preferred Qualifications:
Experience in regulated industries or managing projects under public scrutiny. Background in crisis communications, incident response, or risk management. Familiarity with social listening and triage tools (such as Sprinklr, Salesforce, or Amazon Connect). Join us in our mission to reshape the future of finance through empathetic and effective support. While many roles at Coinbase are remote-first, in-person attendance at team and company-wide offsites is required several times a year to foster collaboration and alignment. The salary range for this position is $157,590 to $185,400. We are committed to equal opportunity employment, ensuring that every qualified applicant receives consideration regardless of various personal attributes.
Establish and lead a high-impact social support program across platforms, engaging users in meaningful ways. Enhance real-time social listening, triage, and resolution for a variety of user issues, including account problems, verification challenges, and service frustrations. Facilitate cross-functional collaboration with teams in Fraud, Product, Trust & Safety, and Engineering to address root causes and invest in preventative solutions. Oversee escalation processes, ensuring seamless transitions from AI responses to human support to maximize customer satisfaction. Work with operations to create clear social channel support policies, performance metrics, and accountability frameworks. Manage crisis communications, including data breaches and scam advisories, to build and maintain trust post-incident. Serve as a credible voice in public messaging, reinforcing customer experiences that align with our mission. Qualifications:
6+ years of experience leading social media support programs, particularly in high-growth tech or crypto sectors. Proven ability to manage dynamic social support environments with significant public engagement. Experience partnering with communications and PR teams to deliver unified messaging during crises. Strong understanding of integrating AI with human support workflows. Comfortable navigating high-pressure situations and effectively managing narratives. Data-driven and results-oriented, with the capability to present insights to executive leadership. A genuine interest in cryptocurrency and alignment with our mission of promoting economic freedom. Preferred Qualifications:
Experience in regulated industries or managing projects under public scrutiny. Background in crisis communications, incident response, or risk management. Familiarity with social listening and triage tools (such as Sprinklr, Salesforce, or Amazon Connect). Join us in our mission to reshape the future of finance through empathetic and effective support. While many roles at Coinbase are remote-first, in-person attendance at team and company-wide offsites is required several times a year to foster collaboration and alignment. The salary range for this position is $157,590 to $185,400. We are committed to equal opportunity employment, ensuring that every qualified applicant receives consideration regardless of various personal attributes.