Director of Social Media Engagement

Are you ready to embrace a challenge and make a meaningful impact? At Coinbase, our mission is to promote economic freedom across the globe. We strive to build the future of finance through innovative on-chain technology, and we need passionate individuals to join us in this endeavor. If you are excited about the potential of cryptocurrency and blockchain, and you seek a role where you can leave a significant mark, this is the opportunity for you. We are looking for someone who thrives under pressure, collaborates effectively with high-caliber professionals, and welcomes feedback to foster personal and professional growth. The Coinbase Customer Experience (CX) team is dedicated to delivering outstanding and reliable customer support in the crypto sector. Your goal as the Director of Social Media Engagement will be to shape and lead our social support initiatives across platforms like Reddit, X, LinkedIn, and more. Every interaction we have in the public domain is a chance to reinforce our brand, and you will work closely with our Communications team to ensure our messaging is clear, empathetic, and consistent with Coinbase's core mission and values. Key Responsibilities Develop and implement Coinbase's Global Social Support strategies, establishing roadmaps, tone of voice guidelines, and providing strategic insights to senior leadership. Build and manage a dynamic social support team that engages with users on high-traffic platforms. Create and maintain Crisis Management protocols to effectively handle communications in critical situations such as data breaches or fraud alerts. Enhance our real-time social listening capabilities to address user concerns swiftly, from account issues to service frustrations. Collaborate across departments—including Fraud and Trust & Safety—to address root causes and strengthen preventative measures. Oversee workflows that ensure seamless transitions from automated responses to human representatives, prioritizing customer empathy. Work with operations to establish clear support policies, service level agreements, and performance tracking systems. Act as a credible voice in public communications, promoting transparency and trust in our messaging. Qualifications 8+ years of leadership experience in social support, ideally in fast-paced tech, fintech, or crypto sectors. Proven track record of managing high-visibility social support operations. Experience in presenting to C-suite executives and influencing cross-functional stakeholders. Strong background in collaborating with Communications and PR teams during crises to ensure coherent messaging. In-depth understanding of AI and human support systems. Capable of managing high-stakes scenarios and shaping narratives under tight timelines. Data-driven mindset with the ability to distill insights for executive-level discussions. Knowledge of challenges within the crypto industry and alignment with our mission of economic freedom. Exceptional organizational and project management skills for fast-paced environments. Preferred Qualifications Experience in regulated industries or in environments subject to scrutiny. Background in crisis communications or risk management. Familiarity with social listening tools such as Sprinklr or Salesforce. Position ID: P73066 Pay Transparency Notice: Depending on your location, the target annual base salary for this role ranges from $201,365 to $236,900 USD. Full-time offers include bonus eligibility, equity opportunities, and comprehensive benefits, including medical, dental, vision, and 401(k). We encourage you to apply, as we accept a maximum of four applications from candidates within a 30-day period. Assess your skills and interests to see how they align with our opportunities at Coinbase. Equal Opportunity Commitment: Coinbase is proud to be an Equal Opportunity Employer, welcoming qualified applicants regardless of race, religion, gender, national origin, age, disability, veteran status, or other protected categories. Our hiring process also considers applicants with a criminal history in compliance with applicable law. Employee Rights and the Know Your Rights notices are available to U.S. applicants. Coinbase is committed to providing reasonable accommodations for individuals with disabilities. If you require accommodation during the hiring process, please reach out to discuss your needs. Global Data Privacy Notice for Job Candidates: If applicable, compliance with GDPR and CCPA governs how we manage job applicant data. Our comprehensive notice outlining data processing practices in the application process is available upon request. By applying, you consent to our use of your data as outlined in our protocols. AI Disclosure: For select positions, Coinbase is piloting an AI tool for screening interviews, simulating meaningful interactions. Responses will be evaluated by a human recruiter based on your qualifications. We are also testing AI for note-taking during interviews to enhance engagement without impacting decision-making.

Created: 2026-03-04