Head of Social Media Support - Remote in US

Head Of Social Support

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. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be. 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 wildacross Reddit, X, LinkedIn, and wherever else crypto conversations happen. And because every public support interaction is also a brand moment, you'll work hand-in-glove with our Comms team to ensure we speak with one voice : clear, empathetic, credible, and aligned to Coinbase's values. This is a role for someone who thrives in high-visibility, high-stakes environments, and who sees every customer interaction as an opportunity to reinforce our mission. This role will be embedded within the Global Customer Success & Trust (GCST) organization, working at the intersection of product and support to transform the customer experience.

What you'll be doing :

Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent channelsmeeting 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 workflowsincluding human handoffs from AI to expert respondersto 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 messagingbecoming a credible, authoritative voice on Coinbase's support experiences.

What we look for in you :

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 our 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.).

Pay Transparency Notice : Depending on your work location, the target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility

• benefits (including medical, dental, vision and 401(k)).

Pay Range : $157,590$185,400 USD

Commitment to Equal Opportunity Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the [Employee Rights](https : / / www.dol.gov / sites / dolgov / files / WHD / legacy / files / eppac.pdf) and the [Know Your Rights notices](https : / / www.eeoc.gov / sites / default / files / 2023-06 / 22-088_EEOC_KnowYourRights6.12.pdf) by clicking on their corresponding links. Additionally, Coinbase participates in the [E-Verify program](https : / / static-assets.coinbase.com / e-verify.pdf) in certain locations, as required by law. Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site[ click here to download](https : / / chrome.google.com / webstore / detail / chromevox / kgejglhpjiefppelpmljglcjbhoiplfn) a free compatible screen reader[ (free step by step tutorial can be found here)](http : / / www.chromevox.com / tutorial / ). Global Data Privacy Notice for Job Candidates and Applicants Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available [here](https : / / www.coinbase.com / legal / applicant_privacy_notice). By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined [here.](https : / / www.coinbase.com / legal / application-arbitration-agreement) AI Disclosure For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and / or transcript, to assess them against the qualifications and characteristics outlined in the job description. For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.