Customer Support Supervisor (Social Media Support)

Screendesk; Hyderabad; On-site; INR 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Bonus eligibility

Equity eligibility

Medical, dental, vision benefits

Job summary

Coinbase in Hyderabad, India is seeking a Social Media Support Supervisor to lead a high-performing team across social platforms and ensure top-tier customer experiences. You will coach staff, manage metrics, and coordinate with Workforce Management for scheduling.

The role requires 6+ years in related fields, 3+ years of people management, and hands-on experience with social media support. On-site office in Hyderabad with weekend shifts may apply.

Qualifications

• Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
• Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
• Minimum of 3 years of people management experience in an operations environment.
• Minimum of 2 years of experience in social media support, managing teams across X, Instagram, Facebook, LinkedIn, Reddit, and Google Play Store.
• Proficient in Sprinklr tools and features.
• Proactive in identifying opportunities, proposing solutions, and taking action.
• Strong track record of leading high-performing teams and using metrics for decisions.
• Ability to work independently and in a team, with accountability and curiosity.
• Excellent organizational and time management skills; able to prioritize deadlines.
• Willing to work from an office in Hyderabad, India.

Responsibilities

• Lead a team of social support agents across platforms including X, Instagram, Facebook, LinkedIn, Reddit, and Google Play Store.
• Manage initiatives to streamline operations and improve customer experience metrics.
• Achieve SLAs, productivity and quality metrics for the team.
• Provide leadership and mentorship in performance management, learning & development, and leadership skills.
• Collaborate with Program, Quality and Training teams to improve workflows.
• Use metrics to drive data-backed business decisions.
• Drive value through project management and prioritized execution.
• Communicate policies and ensure compliance; document actions taken.

Skills

Customer focus

Leadership

People management

Social media support

Metrics driven

Analytical

Communication

Education

Degree in business/finance/customer experience/blockchain

Tools

Sprinklr

Maestro QA

Salesforce

Slack

G-Suite

Confluence

Looker

AWS

Job description

Customer Support Supervisor (Social Media Support)

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

As a Social Support Supervisor, your primary role will be to manage a team of social support agents. You will be responsible for your team's performance as measured by key operational metrics: contacts handled, first contact resolution rates, quality scores, and other KPIs. You will provide timely coaching to team members based on their performance against these metrics. Additionally, you will work closely with Workforce Management to ensure scheduling optimization and adherence. This includes conducting in-depth analyses of any performance gaps among team members. You will become a subject matter expert in Coinbase's operational processes and workflows.

To perform your duties successfully, you will utilize tools such as: Sprinklr, Maestro QA, Salesforce, Slack, G-Suite, Confluence, Looker, Amazon Web Services (AWS), and proprietary technologies. Familiarity with these systems is essential for tracking agent performance, collaborating with colleagues, documenting procedures, and analyzing business data.

What you’ll be doing (ie. job duties):

• Lead a team of high performing customer service agents across social media platforms - X [formerly Twitter], Instagram, Facebook, Linkedin, Reddit, Google Appstore
• Manage and support initiatives aimed at streamlining operations and improving customer experience metrics.
• Achieve SLAs, productivity and quality metrics for your line of business/team members.
• Provide leadership and mentorship across key areas like performance management, learning & development, and leadership skills.
• Collaborate cross-functionally with Program, Quality and Training teams to improve existing workflows and processes.
• Utilize an in-depth understanding of metrics to drive data-backed business decisions.
• Continuously add value through effective project management, dedicated prioritization and efficient execution.
• Communicate policies and follow up to ensure compliance and consistency; taking corrective action as necessary and documenting the issue and actions taken.

What we look for in you (i.e. job requirements):

• Customer obsessed, motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.
• Minimum of 6 years of relevant experience in financial services, technology and/or customer support.
• Minimum of 3 years of people management experience in an operations environment.
• Minimum of 2 years of experience in social media support, managing teams that handled customer queries across platforms such as X (formerly Twitter), Instagram, Facebook, LinkedIn, Reddit, and Google Play Store.
• Proficient in navigating and utilizing Sprinklr tools and features effectively.
• Ultra proactive in identifying opportunities, proposing solutions, and demonstrating a bias for action in executing solutions.
• Excellent track record of leading deeply engaged and high performing teams and using metrics to make business decisions.
• Ability to work independently and as part of a team, with a high level of self-motivation, personal accountability, and natural curiosity.
• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines.
• Drives urgency and adapts flexibly to evolving needs in a complex, fast-paced, and high-growth environment.
• Crypto is a 24/7/365 business so availability to work shifts on weekends, and outside of the "standard" work day.
• Excellent communication skills (written, verbal, and in presentation format), ability to simplify complex topics for broad audiences.
• Willing to work from an office at Hyderabad, India

Nice to haves:

• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• Experience in project management, analytics or quality assurance.
• Degree in business, finance, customer experience and/or blockchain.
• Understanding of Google Workspace, JIRA, AWS, Salesforce Service Cloud.

#LI-Onsite

P66289

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision)

Pay Range:

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive 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 for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here) .

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here . By submitting your application, you are agreeing to our use and processing of your data as required.

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.

The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com