Social Support Specialist I

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

As an L1 Social Support Specialist on the Customer Experience team, you'll serve as the frontline voice of Coinbase across our core social platforms. This role owns high-volume, real-time customer engagement via X (Twitter), Instagram, and Facebook, ensuring every customer feels heard while maintaining brand safety through moderated public responses. You'll operate on a 24/7 rolling roster, handling DMs independently and routing public replies through Shift Monitor approval to protect brand integrity at scale.

What you'll do:

• 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 for Shift Monitor approval, maintaining a consistent, platform-appropriate brand voice in every interaction.
• Investigate and resolve customer issues by identifying root causes, tracking cases accurately, and escalating PR-sensitive concerns per established playbooks.
• Educate customers on Coinbase products, features, and crypto best practices, guiding them to unlock services that match their unique profile.
• Triage inbound social volume by risk and visibility using dashboards and SLAs, prioritizing work to meet response time targets across all channels.

Required Skills and Experience:

• 2+ years in public social support, community management, or social CX in a regulated or high-visibility industry (fintech, financial services, crypto).
• Demonstrated ability to handle customers across DMs, public replies, and mentions with proven high-judgment, concise written communication adapted for short-form social content.
• Hands-on experience triaging social volume by risk and visibility, moving conversations to DM when needed, and managing cases end-to-end within SLA-driven workflows.
• Working proficiency with social engagement platforms (e.g., Sprinklr), ticketing systems (e.g., Salesforce Service Cloud, JIRA), and LLM/AI-powered support tools (copilots, chatbots, workflow automation).
• Familiarity with cryptocurrency concepts and willingness to develop deep product knowledge in a fast-changing regulatory and market environment.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

P77605

Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding bonus):₱638,600—₱638,600 PHP