Head of Social Media Support Programs - US Remote

Coinbase; Brasil; Teletrabalho; BRL 798.000 - 988.000; Tempo integral

Resumo da oferta

A leading cryptocurrency and financial technology company is seeking an experienced professional to lead its social support initiatives. The role involves building programs across various platforms, enhancing user experience, and managing crisis communications. Candidates should have over 6 years of experience in social program management, particularly within tech or fintech sectors. This position offers a competitive salary and comprehensive benefits in a dynamic environment.

Serviços

Comprehensive benefits package

Target bonus and equity

Opportunity for career growth

Qualificações

• 6+ years of experience leading social programs, preferably in tech, fintech, or crypto.
• Proven track record in managing high-volume social support environments.
• Strong understanding of AI and human support workflows.

Responsabilidades

• Build and lead a social support program across various platforms.
• Elevate real-time social listening and resolution for customer issues.
• Oversee escalation workflows to ensure effective customer interactions.

Conhecimentos

Leadership

Crisis management

Data-driven insights

Social media management

Customer experience

Ferramentas

Sprinklr

Salesforce

Descrição da oferta de emprego

Employer Industry: Cryptocurrency and Financial Technology

Overview

Why consider this job opportunity:

• Salary up to $185,400
• Target bonus and equity included in full-time offers
• Comprehensive benefits package including medical, dental, vision, and 401(k)
• Opportunity to lead a high-performance team in a fast-paced, innovative environment
• Engage in cross-functional collaboration to tackle complex challenges in the crypto space
• Work in a mission-driven organization focused on increasing economic freedom

What to Expect (Job Responsibilities)

• Build and lead a social support program across various platforms, including Reddit and LinkedIn
• Elevate real-time social listening and resolution for customer issues
• Facilitate cross-functional collaboration to address root problems and enhance user experience
• Oversee escalation workflows to ensure effective and empathetic customer interactions
• Manage crisis communications and maintain public trust during incidents

What is Required (Qualifications)

• 6+ years of experience leading social programs, preferably in tech, fintech, or crypto
• Proven track record in managing high-volume social support environments
• Experience collaborating with communications and brand teams during crises
• Strong understanding of AI and human support workflows
• Ability to present data-driven insights at the executive level

How to Stand Out (Preferred Qualifications)

• Experience in regulated industries or with government scrutiny
• Background in crisis communications or incident response
• Familiarity with social listening and triage tools (e.g., Sprinklr, Salesforce)

#Cryptocurrency #Fintech #CustomerExperience #CrisisManagement #Leadership

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