Head of Social Support - Remote in US

Coinbase Careers Page

96d • $157,590 - $185,400

About The Position

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. We’re seeking a very specific candidate who is passionate about our mission and believes in the power of crypto and blockchain technology to update the financial system. This role is for someone who thrives in high-visibility, high-stakes environments, and who sees every customer interaction as an opportunity to reinforce our mission. The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added customer support in crypto, starting with truly world-class social support: fast, empathetic, secure, and proactive.

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 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.).

Responsibilities

• 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 rapidly address root issues and invest in prevention.
• Oversee escalation workflows, including human handoffs from AI to expert responders.
• Work with operations to develop clear social channel support policies, SLA frameworks, and performance tracking dashboards.
• Manage crisis responses, including data-breach communications, scam advisories, and trust building post-incident.
• Champion clarity, calm, and trust in public messaging.

Benefits

• Target annual salary range: $157,590—$185,400 USD.
• Full time offers include target bonus + target equity + benefits (including medical, dental, vision and 401(k)).

What This Job Offers

• Job Type: Full-time
• Number of Employees: 1,001-5,000 employees