Head of Social Media Support - Remote in US

Details

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

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. You will work closely with Communications to ensure public support interactions are clear, empathetic, credible, and aligned to Coinbase’s values. This role is embedded within the Global Customer Success & Trust (GCST) organization and works at the intersection of product and support to transform the customer experience.

Responsibilities

• Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent channels—meeting users where they are.
• 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.
• Manage crisis responses, including data-breach communications, scam advisories, and trust building post-incident.
• Champion clarity, calm, and trust in public messaging—becoming a credible, authoritative voice on Coinbase’s support experiences.

Requirements

• 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.
• 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.
• Crypto-curious and aligned with Coinbase’s mission of increasing economic freedom.

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.).

Compensation

• Pay Range: $157,590 — $185,400 USD (target annual salary; full-time offers also include target bonus + target equity + benefits).

Work arrangement

• Remote-first with required in-person participation throughout the year (team and company offsites). Role is listed as remote in the US (#LI-Remote).

Benefits

• Medical, dental and vision plans with generous employee contributions
• Health Savings Account with company contributions each pay period
• Disability and life insurance
• 401(k) plan with company match
• Wellness stipend, mobile/internet reimbursement, connections stipend
• Volunteer time off, fertility counseling and benefits
• Generous time off/leave policy
• Option of getting paid in digital currency

Additional notes

• P73066
• Pay transparency and global data privacy notices included in the original posting.