Senior Social Support Manager

Job not on LinkedIn

🔥 1 hour ago

🇺🇸 United States – Remote

💵 $201.4k - $236.9k / year

⏰ Full Time

🟠 Senior

👔 Manager

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Coinbase

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

₿ Crypto

💸 Finance

💰 $21.4M Post-IPO Equity on 2022-11

Consulting • Crypto • Finance

Coinbase is a leading cryptocurrency exchange platform that allows individuals and institutions to buy, sell, and trade various crypto assets such as Bitcoin and Ethereum. The company offers advanced trading tools, institutional solutions, and a self-hosted wallet for storing and managing cryptocurrencies. With a strong focus on security and transparency, Coinbase provides a trusted platform used by millions globally. It supports various features including staking, earning rewards, and spending crypto through their cards. Additionally, Coinbase provides developer tools and APIs for building onchain applications, making it a comprehensive hub for engaging in the crypto economy.

📋 Description

• 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.

🎯 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. • 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

🏖️ Benefits

• Total compensation may also include equity and bonus eligibility • medical, dental, vision, 401(k)