Head of Social Media Support - Remote in US

Coinbase; Brasil; Teletrabalho; BRL 839.000 - 988.000; Tempo integral

Resumo da oferta

A leading cryptocurrency company in Brazil is seeking an experienced professional to lead a social support program. The ideal candidate should have over 6 years of experience in managing social support, especially in tech or fintech. Responsibilities include collaborating with teams to address customer issues and managing crisis responses. This role offers a salary up to $185,400 along with a target bonus and comprehensive benefits.

Serviços

Comprehensive benefits including medical, dental, vision, and 401(k)

Target bonus and equity

Qualificações

• 6+ years of experience leading social programs, preferably in tech, fintech, or cryptocurrency.
• Proven experience managing high-volume social support environments.
• Ability to work under pressure during high-stakes events.

Responsabilidades

• Build and lead a high-performance social support program across various social media platforms.
• Collaborate with cross-functional teams to address root issues.
• Manage crisis responses and communicate trust-building messages post-incident.

Conhecimentos

Experience leading social programs

Managing high-volume social support environments

Understanding of AI and human support workflows

Data-driven mindset

Ferramentas

Sprinklr

Salesforce

Descrição da oferta de emprego

Overview

Employer Industry: Cryptocurrency and Financial Technology

Why consider this job opportunity

• Salary range up to $185,400
• Target bonus, equity, and comprehensive benefits including medical, dental, vision, and 401(k)
• Opportunity to lead a high-performance social support program in a rapidly growing industry
• Work in a collaborative environment with high-caliber colleagues
• Gain experience in crisis communications and public messaging
• Engage in a mission-driven company focused on increasing economic freedom

What to Expect (Job Responsibilities)

• Build and lead a high-performance social support program across various social media platforms
• Elevate real-time social listening, triage, and resolution for customer account issues and service frustrations
• Collaborate with cross-functional teams to address root issues and prevent future occurrences
• Oversee escalation workflows to ensure effective customer support
• Manage crisis responses and communicate trust-building messages post-incident

What is Required (Qualifications)

• 6+ years of experience leading social programs, preferably in tech, fintech, or cryptocurrency
• Proven experience managing high-volume social support environments
• Strong understanding of AI and human support workflows
• Ability to work under pressure during high-stakes events
• Data-driven mindset with the ability to present insights to executive leadership

How to Stand Out (Preferred Qualifications)

• Experience in regulated industries or dealing with government/press scrutiny
• Background in crisis communications, incident response, or risk management
• Familiarity with social listening and triage tools such as Sprinklr or Salesforce

#Cryptocurrency #CustomerExperience #SocialSupport #CrisisManagement #TechJobs

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