This is high-visibility leadership where every reply is both customer support and brand reputation management. You’ll build Coinbase’s global social support engine across Reddit, X, LinkedIn, and beyond, and you’ll own crisis playbooks when the internet catches fire.
About Coinbase
Coinbase’s mission is to increase economic freedom in the world by building the onchain platform and the future global financial system. The Customer Experience org is focused on trusted, value-added support in crypto, with social support as a core brand and trust pillar.
Schedule
• Remote-first (not remote-only)
• In-person participation required multiple times per year for team and company offsites
• High-stakes role with real-time event coverage and crisis response expectations
• Executive-facing cadence (regular updates and insights to senior leadership)
What You’ll Do
⦁ Own the global social support strategy, including roadmap, playbooks, voice, and tone across all social channels
⦁ Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent platforms
⦁ Define crisis management workflows and lead responses for incidents like breaches, scams, and trust recovery moments
⦁ Elevate real-time social listening, triage, and resolution for account access, verification, fraud attempts, and service issues
⦁ Partner cross-functionally with Fraud, Product, Trust & Safety, Engineering, and Comms to resolve root causes and prevent repeat issues
⦁ Oversee escalation workflows, including smart handoffs from AI to human experts to reduce loops and increase empathy
⦁ Develop social channel policies, SLA frameworks, and dashboards to measure performance and drive accountability
⦁ Serve as a credible, calming public voice that reinforces trust through clear, aligned messaging
⦁ Present strategic recommendations and data-driven insights to the executive level on a regular basis
What You Need
⦁ 8+ years leading social programs (ideally in high-growth tech, fintech, or crypto)
⦁ Proven ability to run high-volume, high-visibility social support operations
⦁ Strong experience presenting to C-suite executives and influencing senior stakeholders
⦁ Demonstrated partnership with Comms/PR/Brand teams on shared messaging, especially in crisis situations
⦁ Deep understanding of AI + human support workflows and escalation design
⦁ Comfort being “on point” during real-time, high-stakes incidents and shaping the narrative under pressure
⦁ Data-driven operating style with strong executive-level storytelling using metrics
⦁ Solid understanding of crypto industry challenges and alignment with Coinbase’s mission
⦁ Strong organization and project management skills in a fast-moving environment
Benefits
⦁ Base salary range: $192,610–$226,600 (location dependent)
⦁ Bonus eligibility and equity eligibility
⦁ Medical, dental, vision, and 401(k)
⦁ Wellness stipend and mobile/internet reimbursement
⦁ Additional stipends (connections/volunteer time off) and generous time-off policies
⦁ Option to be paid in digital currency
This role is a pressure cooker. If you’re not built for public scrutiny, fast pivots, and executive-level accountability, it will chew you up. But if you are, it’s one of those rare seats where you can shape trust at scale.
If you want the kind of job where your decisions ripple across millions of users, move on it now.
Happy Hunting,
~Two Chicks…