Head of Social Media Support
Coinbase
Head of Social Media Support
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))
Tags & Categories
Head of Social Media Support
Coinbase
Head of Social Media Support
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))
Tags & Categories