If you’ve run high-volume social support in a high-stakes environment and you can keep your head while the internet is on fire, Coinbase wants you leading the charge. This role owns global social care strategy across channels like X, Reddit, and LinkedIn, blending customer support, crisis response, and brand trust into one tight, accountable operation.
About Coinbase
Coinbase’s mission is to increase economic freedom in the world by building the onchain platform and helping shape the future global financial system. Their culture is intense, mission-driven, and built for people who want hard problems, high standards, and real accountability. While many roles are remote-first, Coinbase is not remote-only and expects in-person participation at offsites throughout the year.
Schedule
- Full-time, remote-first (not remote-only)
- In-person attendance expected for multiple team and company offsites annually
- Base salary range: $192,610–$226,600 (bonus + equity + benefits also included)
- Application limit: max 4 applications in any 30-day period
What You’ll Do
- Own Coinbase’s global social support strategy, including roadmaps, playbooks, and voice/tone standards across social channels
- Build and lead a high-performance social care program across Reddit, X, LinkedIn, and emerging platforms where crypto conversations happen
- Define crisis management playbooks and run high-stakes incident responses, including scam advisories, breach communications, and trust rebuilding
- Elevate real-time social listening, triage, and resolution for account access, verification issues, fraud attempts, and service disruptions
- Partner cross-functionally with Fraud, Product, Trust & Safety, and Engineering to address root causes and drive prevention
- Oversee escalation workflows, including AI-to-human handoffs, to prevent chatbot loops and ensure empathetic, effective resolutions
- Build support policies, SLAs, and dashboards with operations to track performance and enforce accountability
- Represent customer trust publicly with clear, calm, credible messaging aligned to Coinbase values
- Present strategic recommendations and data-driven insights to executive leadership, including COO and CEO
What You Need
- 8+ years leading social programs, ideally in high-growth tech, fintech, or crypto
- Proven experience managing high-volume social support with strong public visibility
- Strong executive presence with experience presenting to and influencing C-suite stakeholders
- Experience partnering with Comms/PR/Brand on messaging, especially during crises
- Deep understanding of AI + human support workflows and escalation design
- Comfort being “on point” during real-time, high-pressure events
- Strong data fluency, dashboard thinking, and ability to translate insights into action
- Strong organizational and project management skills in fast-moving environments
- Genuine alignment with crypto’s core challenges and Coinbase’s economic freedom mission
Benefits
- Medical, dental, vision
- 401(k)
- Bonus + equity eligibility
- Wellness stipend
- Mobile/internet reimbursement
- Volunteer time off
- Generous time off/leave policies
- Option to be paid in digital currency (where available)
If you want my straight take: this is a monster leadership role. It’s not “post content and respond to DMs.” It’s crisis leadership, executive influence, and operational rigor, in public, every day.
Happy Hunting,
~Two Chicks…