Social Support Senior Manager

Coinbase; Frankfort (KY); On-site; USD 201,000 - 237,000; Full time

Job summary

Coinbase is seeking a Head of Social Support to lead world-class social care across major channels and partner with Comms, Product, and Trust teams to ensure a consistent, credible public voice. This role sits within the Customer Experience organization and reports to executive leadership.

You will shape crisis protocols, oversee escalation workflows from AI to experts, and drive real-time listening, triage, and resolution for account issues and fraud attempts in a high-visibility environment.

Qualifications

• 6+ years leading social programs in tech/fintech/crypto environments.
• Proven track record managing high-volume social support with public visibility.
• Experience presenting to C-suite executives and influencing cross-functional stakeholders.
• Partnered with Comms/PR/brand teams on messaging during crises.
• Deep understanding of AI-enabled human support workflows.
• Ability to perform under pressure and shape narratives in real-time events.
• Data-driven and able to present insights at the executive level.
• Strong understanding of crypto industry challenges and Coinbase values.

Responsibilities

• Define and lead global social support strategy across channels (Reddit, X, LinkedIn, etc.).
• Present strategic recommendations and data-driven insights to COO/CEO.
• Build and manage high-performance social support programs with cross-functional teams.
• Define crisis management playbooks and manage crisis responses (data breach, scams, etc.).
• Enhance real-time social listening, triage, and resolution for account issues and fraud attempts.
• Collaborate with Fraud, Product, Trust & Safety, and Engineering to address root issues.
• Oversee escalation workflows, including AI-to-human handoffs, to reduce chatbot loops.
• Develop policies, SLAs, and dashboards to drive accountability and trust.

Skills

Leadership experience

Public-facing communication

Executive stakeholder mgmt

Crisis management

Data-driven decisions

AI-human workflows

Job description

Ready to do the most impactful work of your career? AtCoinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn’t a place for complacency, it’s a place to be pushed past your perceived limits. If you’re ready to build the future of finance alongside people who refuse to settle for “good enough,” you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.”learn more about working at Coinbase.

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added customer support in crypto. That mission starts with truly world-class social support: fast, empathetic, secure, and proactive. As Head of Social Support, you’ll build and lead the teams that respond to users in the wild—across Reddit, X, LinkedIn, and wherever else crypto conversations happen. And because every public support interaction is also a brand moment, you’ll work hand-in-glove with our Comms team to ensure we speak with one voice: clear, empathetic, credible, and aligned to Coinbase’s values. This is a role for someone who thrives in high-visibility, high-stakes environments, and who sees every customer interaction as an opportunity to reinforce our mission. This role will be embedded within the Customer Experience (CX) organization, working at the intersection of product and support to transform the customer experience.

What you’ll be doing

• Champion Coinbase’s Global Social Support/Social Care strategies, define roadmaps/playbooks/voice/tone of global social support programs, and present strategic recommendations and data-driven insights directly to COO and CEO on a regular basis.
• Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent channels—meeting users where they are.
• Define global Crisis Management playbooks and workflows, and efficiently manage crisis responses, including data-breach communications, scam advisories, and trust building post-incident.
• Elevate real-time social listening, triage, and resolution for account issues, verification struggles, fraud attempts, and service frustrations.
• Host cross-functional collaboration with Fraud, Product, Trust & Safety, and Engineering to rapidly address root issues and invest in prevention.
• Oversee escalation workflows—including human handoffs from AI to expert responders—to eliminate chatbot loops and ensure customer empathy and effectiveness.
• Work with operations to develop clear social channel support policies, SLA frameworks, and performance tracking dashboards that drive accountability.
• Champion clarity, calm, and trust in public messaging—becoming a credible, authoritative voice on Coinbase’s support experiences.

What we look for in you

• 6 years leading social programs, ideally in high-growth tech, fintech, or crypto.
• Proven track record managing high-volume social support environments with strong public visibility.
• Rich experience presenting to C-suite executives and influencing senior cross-functional stakeholders
• Experience partnering with Comms, PR, or brand teams on shared messaging in moments of crisis.
• Deep understanding of AI human support workflows.
• Comfortable being “on point” for high-stakes, real-time events and shaping the narrative under pressure.
• Data-driven, outcome-oriented, and able to present insights at the executive level.
• Solid understanding of crypto industry challenges and aligned with our mission of increasing economic freedom.
• Excellent organization and project management skills in a fast-moving and demanding environment

Nice to haves

• Experience in regulated industries or with government/press scrutiny.
• Background in crisis comms, incident response, or risk management.
• Familiarity with social listening/triage tools (Sprinklr, Salesforce, Amazon Connect etc.).

*Pay Transparency Notice:** *Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus):

$201,365—$236,900 USD

• *Application Limit: *Candidates may submit a maximum of 3 applications within a 6-month period.
• *Equal Opportunity Employer: *Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
• *US Applicants: *View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
• *Accommodations: *If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
• *Data Privacy & Arbitration: *By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.