Social Support Specialist III

Job not on LinkedIn

🔥 48 minutes ago

🇺🇸 United States – Remote

💵 $83.2k - $97.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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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

• Own end-to-end resolution of the highest-risk and highest-visibility cases across public and private social channels, including VIP, HNWI, influencer, and executive-level escalations. • Serve as the final approver for high-visibility public replies drafted by L1 and L2 specialists, ensuring tone, accuracy, and brand alignment before publication. • Detect emerging risks in real time, assess severity, and route issues to the appropriate partners (Comms, Legal, Policy, or Incident teams) with clear context and urgency framing. • Lead shift-monitor operations by protecting queue health, preventing SLA misses, balancing workload across the team, and acting as the first point of contact for peer escalations. • Raise the quality bar across the social support team through consistent mentoring, calibration of tone and judgment, and modeling best-in-class public communication.

🎯 Requirements

• 4+ years in social media support, community management, or public-facing customer operations, with at least 2 years handling escalated or high-risk cases for a regulated company. • Proven ability to manage VIP or executive-level interactions with precision, discretion, and sound judgment under time pressure. • Track record of real-time risk detection and cross-functional routing, including demonstrated experience partnering with Legal, Comms, or Compliance teams during live incidents. • Experience leading queue or shift operations, including workload balancing, SLA monitoring, and peer coaching in a high-volume environment. • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

🏖️ Benefits

• Total compensation may also include equity and bonus eligibility • Health insurance • Dental insurance • Vision insurance • 401(k)