Social Support Specialist III

Coinbase

Social Support Specialist handling high-visibility customer interactions across social channels. Building the future of finance at Coinbase with impactful work responsibilities.

Posted 7/24/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $83,215 - $97,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing high-risk social media interactions and escalations, ensuring brand alignment and effective communication. Proven ability to lead operations, mentor teams, and utilize generative AI to enhance workflow efficiency.

Highest-signal resume keywords

Social Media SupportRisk DetectionEscalation ManagementQueue Operations LeadershipGenerative AI Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Community ManagementPublic-Facing Customer OperationsHigh-Risk Case HandlingSLA MonitoringWorkload BalancingCross-Functional RoutingPublic CommunicationMentoringCalibrating Tone and JudgmentReal-Time Risk Assessment

Soft Skills

PrecisionDiscretionSound JudgmentTime ManagementCollaboration

Industry Keywords

VIP InteractionsExecutive-Level EscalationsRegulated CompanyComplianceLegal PartnershipsIncident ManagementHigh-Volume EnvironmentPublic RepliesBrand AlignmentSocial Support Team

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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