Head of Social Media Support - Remote in US

Head of Social Media Support - Remote in US

Base pay range : $157,590.00 / yr - $185,400.00 / yr

Overview : The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added customer support in crypto. As Head of Social Support, you will build and lead the teams that respond to users across channels such as Reddit, X, LinkedIn, and other crypto conversations. You will work with the Communications team to ensure consistent messaging aligned with Coinbase values. This role is embedded within the Global Customer Success & Trust (GCST) organization and intersects product and support to transform the customer experience. In-person participation is required throughout the year, with team and company-wide offsites held multiple times annually.

What you'll be doing

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 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 dashboards that drive accountability.

Manage crisis responses, including data-breach communications, scam advisories, and post-incident trust building.

Champion clarity, calm, and trust in public messaging, becoming a credible voice on Coinbase's support experiences.

What we look for in you

Deep understanding of the crypto ecosystem.

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 Communications, PR, or brand teams on messaging during crises.

Deep understanding of AI plus 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 have

Experience in regulated industries or with government / press scrutiny.

Background in crisis communications, incident response, or risk management.

Familiarity with social listening / triage tools (e.g., Sprinklr, Salesforce, Amazon Connect).

Pay Transparency Notice : Pay range listed above. Coinbase offers bonus eligibility, equity eligibility, and benefits (medical, dental, vision, and 401(k)).

Equity and privacy notices : Coinbase is an Equal Opportunity Employer. All qualified applicants will be considered without regard to race, color, religion, gender, national origin, age, disability, veteran status, sex, gender identity or expression, sexual orientation, or any other basis protected by law. For US applicants, you may view the E-Verify notice where required by law. Coinbase also provides reasonable accommodations for disabilities in the employment process upon request.

AI Disclosure : Coinbase is piloting AI tools for screening interviews and transcription. A human recruiter will review responses to assess qualifications. This pilot is for testing purposes and Coinbase will not use AI to make hiring decisions.

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