Reactive Social Support Programs Lead

Coinbase; Frankfort (KY); Hybrid; USD 118,000 - 144,000; Full time

Job summary

Coinbase seeks a Program Manager, Reactive Support to own end-to-end social support across X, Reddit, Facebook, Instagram, LinkedIn and App Stores, including incident command and operating models for a global CX team.

You will shape the reactive playbooks, drive automation with AI-native tooling, manage metrics like CSAT and time to resolution, and partner with product, analytics, and brand squads to deliver trusted customer experiences.

Qualifications

• 5 years of experience in social support, digital CX, or community operations with SLAs and queue performance.
• Incident or crisis response leadership during live, public-facing escalations.
• Experience managing global, multi-vendor support teams with measurable outcomes.
• Experience owning KPI scorecards and sentiment trends.
• Knowledge of Sprinklr, Khoros, Zendesk or equivalent platforms; familiarity with AI-native tooling.
• Uses generative AI responsibly with human oversight.

Responsibilities

• Own end-to-end reactive social support operations across major platforms, including queue management and SLA ownership.
• Lead incident command during social-originating CX moments with cross-functional coordination.
• Maintain and evolve reactive playbooks and training for Social Specialists.
• Own the reactive feedback flywheel and route signals to Analytics, VOC, Product, and Brand teams.
• Drive automation and deflection with AI-native tooling and roadmap collaboration.
• Own the reactive scorecard metrics including CSAT and time to resolution.

Skills

Social support

Incident leadership

Operating models

KPI scorecards

Social platforms

AI-native tooling

Generative AI

CRM platforms

Crisis response

Tools

Sprinklr

Khoros

Zendesk

Job description

Coinbase seeks a Program Manager, Reactive Support to own end-to-end social support across X, Reddit, Facebook, Instagram, LinkedIn and App Stores, including incident command and operating models for a global CX team.

You will shape the reactive playbooks, drive automation with AI-native tooling, manage metrics like CSAT and time to resolution, and partner with product, analytics, and brand squads to deliver trusted customer experiences.