Head of Social Media Support Programs - US Remote

Details

At Coinbase we aim to increase economic freedom by building the emerging on‑chain platform and future global financial system. The Customer Experience (CX) organization is focused on delivering trusted, value‑added customer support in crypto. The Head of Social Media Support Programs will build and lead teams that respond to users across public social channels (Reddit, X, LinkedIn and adjacent channels), partner closely with Communications, Product, Fraud, Trust & Safety and Engineering, and drive improvements in detection, triage, escalation, and prevention.

While many Coinbase roles are remote‑first, they are not remote‑only: in‑person participation is required throughout the year (team and company offsites multiple times annually).

Responsibilities

• Build and lead a high‑performance social support program across Reddit, X, LinkedIn and adjacent channels.
• 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 causes and invest in prevention.
• Oversee escalation workflows, including human handoffs from AI to expert responders—to eliminate chatbot loops and ensure empathy and effectiveness.
• Work with operations to develop clear social channel support policies, SLA frameworks, and performance tracking dashboards that drive accountability.
• Manage crisis responses (data‑breach communications, scam advisories) and trust building post‑incident.
• Champion clear, calm, and trustworthy public messaging and act as a credible, authoritative voice on Coinbase’s support experiences.

Requirements

• 6+ years leading social programs, ideally in high‑growth tech, fintech, or crypto.
• Proven experience managing high‑volume social support environments with strong public visibility.
• Experience partnering with Communications, PR, or brand teams on shared messaging during crises.
• Deep understanding of AI + human support workflows and escalation design.
• Comfortable being on point for high‑stakes, real‑time events and shaping the narrative under pressure.
• Data‑driven and outcome‑oriented; able to present insights at the executive level.
• Crypto‑curious and aligned with Coinbase’s mission of increasing economic freedom.

Nice to haves

• Experience in regulated industries or exposure to government/press scrutiny.
• Background in crisis communications, incident response, or risk management.
• Familiarity with social listening / triage tools such as Sprinklr, Salesforce, Amazon Connect or similar platforms.

Compensation & Pay Transparency

• Target pay range (dependent on work location): $157,590 — $185,400 USD per year.
• Full time offers may also include target bonus, target equity, and benefits (medical, dental, vision, 401(k)).

Benefits

• Medical, dental and vision plans with generous employee contributions.
• Health Savings Account with company contributions.
• Disability and life insurance; 401(k) with company match.
• Wellness stipend, mobile/internet reimbursement, connections stipend.
• Volunteer time off, fertility counseling and benefits, generous time off/leave policy.
• Option to receive pay in digital currency (where available).

Additional Notes

• Role code: P73066.
• Location: US remote (remote‑first with required in‑person participation for offsites).
• Coinbase is an Equal Opportunity Employer and provides reasonable accommodations for applicants with disabilities.