Remote Social Support Specialist I Real-Time CX

Coinbase, Inc.; United States; Hybrid; USD 52,000 - 70,000; Full time

Job summary

United States Digital Space LLC is seeking an L1 Social Support Specialist on the Customer Experience team to manage high-volume, real-time engagement across X, Instagram, and Facebook with timely, brand-aligned responses while protecting public channels.

This role requires 2+ years of public social support in fintech or crypto, proficiency with Sprinklr and Salesforce Service Cloud, and an AI-assisted workflow mindset to improve efficiency.

Qualifications

• 2+ years in public social support in fintech or crypto.
• Clear written communication for short-form social content.
• Experience triaging social volume by risk and visibility.

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 for Shift Monitor approval, maintaining brand voice in every interaction.
• Investigate and resolve customer issues by identifying root causes, tracking cases, and escalating PR-sensitive concerns per playbooks.
• Educate customers on the company products, features, and crypto best practices, guiding them to unlock services.
• Triage inbound social volume by risk and visibility using dashboards and SLAs, prioritizing work to meet response targets.

Skills

Public social support

Brand voice

Social triage

Social platforms

Crypto basics

AI tools

Tools

Sprinklr

Salesforce Service Cloud

JIRA

AI copilots

Job description

United States Digital Space LLC is seeking an L1 Social Support Specialist on the Customer Experience team to manage high-volume, real-time engagement across X, Instagram, and Facebook with timely, brand-aligned responses while protecting public channels.

This role requires 2+ years of public social support in fintech or crypto, proficiency with Sprinklr and Salesforce Service Cloud, and an AI-assisted workflow mindset to improve efficiency.