Social Support Senior Manager

About the role

This position involves leading the public-facing support efforts for Coinbase across various social platforms. You will be responsible for shaping the company's voice and strategy in these visible interactions, ensuring a consistent and empathetic brand presence. The role requires managing teams that address customer needs and concerns in real-time.

Key facts

What you'll do

• Develop and implement the global strategy for social customer care, including defining program roadmaps, communication guidelines, and brand voice.
• Build and manage a team that provides support on platforms like Reddit, X, and LinkedIn, engaging with users where they are active.
• Create and execute crisis management plans for situations such as data breaches, scam alerts, and post-incident trust rebuilding.
• Oversee real-time monitoring and resolution of customer issues, including account problems, verification difficulties, fraud attempts, and service complaints.
• Collaborate with teams such as Fraud, Product, Trust & Safety, and Engineering to identify and resolve underlying issues and improve preventative measures.
• Manage escalation processes, including the transition from automated systems to human support agents, to ensure effective and empathetic customer service.
• Work with operations to establish clear social channel support policies, service level agreements, and performance tracking systems.
• Act as a key communicator, promoting clarity, composure, and trust in public statements, and representing Coinbase's support experience authoritatively.

Requirements

• Minimum of 6 years of experience managing social media programs, preferably within high-growth technology, fintech, or cryptocurrency sectors.
• Demonstrated success in managing high-volume social support operations with significant public exposure.
• Proven ability to present to executive leadership and influence senior stakeholders across different departments.
• Experience working with communications, public relations, or brand teams on coordinated messaging, particularly during critical events.
• Strong understanding of how artificial intelligence and human support can work together.
• Comfort in high-pressure situations, being the primary point of contact for significant real-time events and managing public perception.
• A data-driven approach with a focus on outcomes, capable of presenting findings to executive audiences.
• A solid grasp of the challenges within the cryptocurrency industry and alignment with the mission of promoting economic freedom.
• Excellent organizational and project management capabilities in a fast-paced and demanding work environment.

Nice to have

• Experience working in regulated industries or dealing with government or press scrutiny.
• Background in crisis communications, incident response, or risk management.
• Familiarity with social listening and triage tools such as Sprinklr, Salesforce, or Amazon Connect.

Skills & tools

• Social Media Management
• Crisis Communications
• Customer Support Strategy
• Team Leadership
• Cross-functional Collaboration
• Data Analysis
• Project Management
• Cryptocurrency Industry Knowledge

Practical notes

• Base Salary Range: $201,365 - $236,900 USD annually (excluding equity and bonus).
• Total compensation may include equity, bonus eligibility, and benefits such as medical, dental, vision, and 401(k).
• Candidates are limited to a maximum of 3 applications within a 6-month period.
• Coinbase is an Equal Opportunity Employer.
• For US applicants, information on employee rights and E-Verify is available.
• Reasonable accommodation requests for individuals with disabilities can be made by emailing accommodations[at]coinbase.com.
• By applying, candidates agree to the Candidate Privacy Notice and, for US applicants, the Arbitration of Disputes.