Senior Social Support Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead the development of Coinbase’s Global Social Support/Social Care strategies, creating roadmaps, playbooks, and defining the voice and tone for global social support initiatives, while regularly presenting strategic recommendations and data-driven insights to the COO and CEO.

• Establish and manage a high-performance social support program across platforms such as Reddit, X, LinkedIn, and other relevant channels, ensuring we meet users in their preferred spaces.

• Develop global Crisis Management playbooks and workflows, effectively managing crisis communications, including responses to data breaches, scam advisories, and fostering trust following incidents.

• Enhance real-time social listening, triage, and resolution processes for account-related issues, verification difficulties, fraud attempts, and service-related frustrations.

• Facilitate cross-functional collaboration with teams such as Fraud, Product, Trust & Safety, and Engineering to swiftly tackle root problems and invest in preventative measures.

• Oversee escalation procedures—including transitions from AI to human experts—to eliminate chatbot loops and ensure empathetic and effective customer interactions.

• Collaborate with operations to create clear support policies for social channels, implement SLA frameworks, and develop performance tracking dashboards that promote accountability.

• Promote clarity, calmness, and trust in public communications, establishing yourself as a credible and authoritative voice regarding Coinbase’s support experiences.

⛳️ Requirements

• A minimum of 6 years of experience leading social programs, preferably within high-growth technology, fintech, or cryptocurrency sectors.

• Demonstrated success in managing high-volume social support environments with significant public visibility.

• Extensive experience in presenting to C-suite executives and influencing senior stakeholders across various functions.

• Proven ability to collaborate with Communications, PR, or branding teams on unified messaging during crises.

• Strong understanding of AI and human support workflows.

• Comfortable taking the lead during high-pressure, real-time events and guiding the narrative effectively.

• Data-driven and outcome-focused, with the capability to present insights to executive leadership.

• Comprehensive understanding of the challenges within the cryptocurrency industry, aligned with our mission to enhance economic freedom.

• Exceptional organizational and project management skills in a fast-paced and demanding setting.

🏝️ Benefits

• Total compensation may also include equity and bonus eligibility.

• Medical, dental, vision, and 401(k) benefits.