Real-Time Crypto Social Support (24/7 CX)

Coinbase; Metro Manila; On-site; PHP 575,000 - 702,000; Full time

Job summary

Coinbase is seeking an L1 Social Support Specialist on the Customer Experience team to be the frontline voice across our core social platforms.

You will manage high-volume, real-time engagement on X, Instagram and Facebook, draft public replies, and route sensitive issues through approved workflows to protect brand integrity.

This role requires a proactive communicator who can educate customers on products and crypto basics while maintaining precise, policy-based responses.

Qualifications

• 2+ years in public social support, community management, or social CX in fintech/crypto.
• Demonstrated ability to handle DMs, public replies, and mentions with concise written communication.
• Hands-on triage of social volume by risk and visibility, with SLA-driven workflows.

Responsibilities

• Own end-to-end resolution of inbound DMs across X, Instagram, and Facebook, including authentication, troubleshooting, and routing into internal workflows.
• Draft and submit public-facing replies and mentions forShift Monitor approval, maintaining a consistent brand voice.
• Investigate and resolve customer issues by identifying root causes, tracking cases, and escalating PR-sensitive concerns.
• Educate customers on Coinbase products, features, and crypto best practices to unlock services.
• Triage inbound social volume by risk and visibility using dashboards and SLAs to meet response targets.

Skills

Public social support

Concise writing

DM handling

SLA adherence

Crypto knowledge interest

Tools

Sprinklr

Salesforce Service Cloud

JIRA

LLM/AI tools

Job description

Coinbase is seeking an L1 Social Support Specialist on the Customer Experience team to be the frontline voice across our core social platforms.

You will manage high-volume, real-time engagement on X, Instagram and Facebook, draft public replies, and route sensitive issues through approved workflows to protect brand integrity.

This role requires a proactive communicator who can educate customers on products and crypto basics while maintaining precise, policy-based responses.