Resume and JobRESUME AND JOB
Coinbase logo

Head of Social Media Support

Coinbase

Head of Social Media Support

Coinbase logo

Coinbase

full-time

Posted: September 29, 2025

Number of Vacancies: 1

Job Description

Responsibilities

  • 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.

Required Qualifications

  • 8+ 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

Preferred Qualifications

  • 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.).

Required Skills

  • leading social programs
  • managing high-volume social support environments
  • presenting to C-suite executives
  • influencing senior cross-functional stakeholders
  • partnering with Comms, PR, or brand teams
  • AI + human support workflows
  • shaping the narrative under pressure
  • data-driven and outcome-oriented
  • organization and project management
  • understanding of crypto industry challenges

Benefits

  • bonus eligibility
  • equity eligibility
  • benefits (including medical, dental, vision and 401(k))

Salary Range

$192610 - $226600 USD

Locations

  • US Zone 1 (Job Requisitions Only), United States (Remote)

Salary

192,610 - 226,600 USD / yearly

Skills Required

  • leading social programsintermediate
  • managing high-volume social support environmentsintermediate
  • presenting to C-suite executivesintermediate
  • influencing senior cross-functional stakeholdersintermediate
  • partnering with Comms, PR, or brand teamsintermediate
  • AI + human support workflowsintermediate
  • shaping the narrative under pressureintermediate
  • data-driven and outcome-orientedintermediate
  • organization and project managementintermediate
  • understanding of crypto industry challengesintermediate

Required Qualifications

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

Preferred Qualifications

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

Responsibilities

  • 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.

Benefits

  • general: bonus eligibility
  • general: equity eligibility
  • general: benefits (including medical, dental, vision and 401(k))

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Coinbase logo

Head of Social Media Support

Coinbase

Head of Social Media Support

Coinbase logo

Coinbase

full-time

Posted: September 29, 2025

Number of Vacancies: 1

Job Description

Responsibilities

  • 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.

Required Qualifications

  • 8+ 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

Preferred Qualifications

  • 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.).

Required Skills

  • leading social programs
  • managing high-volume social support environments
  • presenting to C-suite executives
  • influencing senior cross-functional stakeholders
  • partnering with Comms, PR, or brand teams
  • AI + human support workflows
  • shaping the narrative under pressure
  • data-driven and outcome-oriented
  • organization and project management
  • understanding of crypto industry challenges

Benefits

  • bonus eligibility
  • equity eligibility
  • benefits (including medical, dental, vision and 401(k))

Salary Range

$192610 - $226600 USD

Locations

  • US Zone 1 (Job Requisitions Only), United States (Remote)

Salary

192,610 - 226,600 USD / yearly

Skills Required

  • leading social programsintermediate
  • managing high-volume social support environmentsintermediate
  • presenting to C-suite executivesintermediate
  • influencing senior cross-functional stakeholdersintermediate
  • partnering with Comms, PR, or brand teamsintermediate
  • AI + human support workflowsintermediate
  • shaping the narrative under pressureintermediate
  • data-driven and outcome-orientedintermediate
  • organization and project managementintermediate
  • understanding of crypto industry challengesintermediate

Required Qualifications

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

Preferred Qualifications

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

Responsibilities

  • 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.

Benefits

  • general: bonus eligibility
  • general: equity eligibility
  • general: benefits (including medical, dental, vision and 401(k))

Target Your Resume for "Head of Social Media Support" , Coinbase

Get personalized recommendations to optimize your resume specifically for Head of Social Media Support. Takes only 15 seconds!

AI-powered keyword optimization
Skills matching & gap analysis
Experience alignment suggestions

Check Your ATS Score for "Head of Social Media Support" , Coinbase

Find out how well your resume matches this job's requirements. Get comprehensive analysis including ATS compatibility, keyword matching, skill gaps, and personalized recommendations.

ATS compatibility check
Keyword optimization analysis
Skill matching & gap identification
Format & readability score

Tags & Categories

Customer ExperienceCryptocurrencyBlockchainFinanceCryptoWeb3Customer Experience

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No related jobs found at the moment.