Director of Social Media Support

Are you ready to push your limits and make a significant impact? At Coinbase, we are on a mission to enhance economic freedom globally. This ambitious goal requires us to bring our best every day as we build the future of the financial system through an emerging on-chain platform. We are looking for a unique candidate who is passionate about our mission, shares our belief in the transformative power of crypto and blockchain technology, and is eager to leave a lasting legacy. If you thrive under pressure, seek high-caliber colleagues, and are open to feedback for personal growth, this opportunity may be right for you. We want someone who is ready to tackle the company’s biggest challenges head-on. While many roles at Coinbase are remote-first, we value in-person collaboration throughout the year. Team and company-wide offsites occur multiple times annually to foster connection and alignment, and attendance is strongly encouraged. The Coinbase Customer Experience (CX) team is dedicated to providing exceptional and trustworthy customer support in the crypto space. Our aim is to deliver world-class social support that is fast, empathetic, secure, and proactive. As the Head of Social Support, you will build and manage teams that engage users across platforms such as Reddit, X, LinkedIn, and other crypto-related discussions. Since every public interaction is also a brand opportunity, you will collaborate closely with our Communications team to ensure consistency in our messaging—clear, empathetic, credible, and aligned with Coinbase’s core values. This role is perfect for someone who excels in high-visibility, high-stakes environments and views each customer interaction as a chance to reinforce our mission. This position will be part of the Global Customer Success & Trust (GCST) organization, working at the intersection of product and support to enhance the overall customer experience. What You Will Be Doing Lead Coinbase's Global Social Support strategies, defining roadmaps, playbooks, tone of voice, and providing strategic recommendations to the COO and CEO regularly. Build and lead a high-performing social support program across platforms such as Reddit, X, and LinkedIn, meeting users in the spaces they frequent. Create comprehensive Crisis Management playbooks and workflows to effectively manage crisis communications, including responses to data breaches, scam advisories, and trust-building initiatives post-incident. Enhance real-time social listening, triage, and resolution for user account issues, verification challenges, fraud attempts, and service frustrations. Facilitate cross-functional collaboration with Fraud, Product, Trust & Safety, and Engineering teams to swiftly address root causes and invest in preventative measures. Oversee escalation workflows to ensure smooth transitions from AI responses to human experts, avoiding chatbot loops and prioritizing customer empathy. Collaborate with operations to create clear social channel support policies, Service Level Agreement (SLA) frameworks, and performance tracking dashboards that drive accountability. Promote clarity, calmness, and trust in public messaging, establishing yourself as a credible authority on Coinbase's support experiences. What We Are Looking For 8+ years of leadership experience in social support, preferably within high-growth tech, fintech, or crypto environments. Demonstrated success managing high-volume social support initiatives with substantial public visibility. Extensive experience presenting to C-suite executives and influencing senior cross-functional stakeholders. Experience collaborating with Communications, PR, or brand teams to align messaging during crisis situations. Thorough understanding of AI and human support workflows. Ability to remain at the forefront of high-stakes, real-time events and effectively shape narratives under pressure. Data-driven, results-oriented mindset with the capability to present insights at an executive level. Solid comprehension of the challenges within the crypto industry and alignment with our mission of promoting economic freedom. Excellent organizational and project management skills, especially in fast-paced and demanding environments. Nice to Have Experience working in regulated industries or under government/press scrutiny. Background in crisis communications, incident response, or risk management. Familiarity with social listening and triage tools (e.g., Sprinklr, Salesforce, Amazon Connect). Position ID: P73066 Pay Transparency Notice: Depending on your location, the target annual base salary for this position ranges from $201,365 to $236,900 USD. Full-time offers also include bonus eligibility, equity opportunities, and comprehensive benefits (including medical, dental, vision, and 401(k)). Please note that each candidate may submit a maximum of four applications within any 30-day window. We encourage you to carefully assess how your skills and interests align with Coinbase's roles before applying. Equal Opportunity Commitment: Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will be given consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other basis protected by applicable law. Coinbase will also consider qualified applicants with a history of criminal offenses in a manner consistent with applicable law. For U.S. applicants, Employee Rights and the Know Your Rights notices are accessible here. Coinbase participates in the E-Verify program where required by law. Coinbase aims to provide reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation due to a disability during the employment process, please contact us to discuss your request and provide your contact information. Global Data Privacy Notice for Job Candidates and Applicants: Depending on your location, compliance with the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may apply to how we manage job applicant data. Our comprehensive notice detailing our data processing practices during the application process is available here. By submitting your application, you consent to our use and processing of your data as outlined. AI Disclosure: For select positions, Coinbase is piloting an AI tool utilizing machine learning to conduct initial screening interviews. This tool simulates meaningful interview scenarios and engages in dynamic conversations. A human recruiter will evaluate your responses based on the qualifications and traits outlined in the job description. Additionally, we are testing an AI interview intelligence platform for transcribing interview notes to allow our interviewers to focus on you as a candidate. Please note that AI will not make decisions affecting employment.

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