Senior Social Support Manager

Coinbase

Lead social support strategies at Coinbase, enhancing customer experiences across digital platforms. Collaborate with high-level executives to drive customer service excellence in the crypto industry.

Posted 7/31/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $201,365 - $236,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading high-performance social support programs, crisis management, and cross-functional collaboration, with a strong focus on data-driven insights and public messaging in the crypto industry.

Highest-signal resume keywords

Social Support Program LeadershipCrisis Management PlaybooksData-Driven Insights PresentationCross-Functional CollaborationHigh-Volume Social Support Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Crisis ManagementSocial ListeningPerformance TrackingProject ManagementData Analysis

Soft Skills

Organizational SkillsCommunication SkillsInfluencing StakeholdersEmpathy

Industry Keywords

Crypto Industry ChallengesHigh-Growth TechFintechPublic MessagingAI + Human Support Workflows

About the role

Key responsibilities & impact

Champion Coinbase’s Global Social Support/Social Care strategies, define roadmaps/playbooks/voice/tone of global social support programs, and present strategic recommendations and data-driven insights directly to COO and CEO on a regular basis.
Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent channels—meeting users where they are.
Define global Crisis Management playbooks and workflows, and efficiently manage crisis responses, including data-breach communications, scam advisories, and trust building post-incident.
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—to 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.
Champion clarity, calm, and trust in public messaging—becoming a credible, authoritative voice on Coinbase’s support experiences.

Requirements

What you’ll need

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.
Rich experience presenting to C-suite executives and influencing senior cross-functional stakeholders
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.
Solid understanding of crypto industry challenges and aligned with our mission of increasing economic freedom.
Excellent organization and project management skills in a fast-moving and demanding environment

Benefits

Comp & perks

Total compensation may also include equity and bonus eligibility
medical, dental, vision, 401(k)