Job Description
Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent channels—meeting 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 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. Manage crisis responses, including data-breach communications, scam advisories, and trust building post-incident. Champion clarity, calm, and trust in public messaging—becoming a credible, authoritative voice on Coinbase’s support experiences.
About Coinbase
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.