Director of Social Media Support

Are you ready to step beyond your current limits and make a real impact? At Coinbase, we're on a mission to enhance economic freedom worldwide. This ambitious goal presents an enormous opportunity requiring dedication and excellence as we build a pioneering onchain platform that shapes the future of the global financial system. We're looking for a unique candidate who is deeply passionate about our mission and believes in the transformative potential of crypto and blockchain technology. This individual should have a strong desire to leave a mark on the world, thrive under pressure, and actively seek feedback for continuous improvement. We want someone who tackles our toughest challenges head-on. Our work environment is dynamic and demanding, perfect for those eager to build the future with top-tier colleagues who push each other to excel. Although many roles at Coinbase support a remote-first approach, in-person collaboration is essential throughout the year, with multiple team and company-wide offsites to ensure alignment and connection. The Coinbase Customer Experience (CX) organization aims to deliver the most trusted and valuable customer support in the crypto space. Vital to this mission is our world-class social support that is fast, empathetic, secure, and proactive. As the Director of Social Support, you'll create and lead teams that engage with users across platforms like Reddit, X, LinkedIn, and others where crypto discussions thrive. Each public interaction is a significant branding moment, so you'll work closely with our Communications team to ensure our messaging is clear, empathetic, credible, and reflects Coinbase's core values. This role is ideal for someone who excels in high-visibility, high-pressure situations, viewing every customer contact as an opportunity to reinforce our mission. Key Responsibilities: Lead the development of Coinbase's Global Social Support strategies, establish roadmaps, tone guidelines, and regularly present strategic recommendations and data-driven insights directly to the COO and CEO. Build and manage a high-performance social support program across platforms such as Reddit, X, LinkedIn, and others, ensuring we meet users where they are. Formulate global Crisis Management playbooks and workflows to efficiently handle crisis situations, including data breaches and scam alerts. Enhance real-time social listening and streamline resolutions for account issues, verification challenges, fraud attempts, and service-related concerns. Facilitate cross-functional collaboration with teams in Fraud, Product, Trust & Safety, and Engineering to quickly address root issues and invest in preventive measures. Oversee escalation processes to ensure smooth transitions from AI to expert responders, eliminating customer frustrations. Collaborate with operations to create concise social channel support policies and performance tracking systems that drive accountability. Ensure clarity, calmness, and trust in public communications, establishing yourself as a credible voice on Coinbase's support experiences. What We Seek: 8+ years of experience leading social programs, preferably in tech, fintech, or crypto sectors. A proven ability to manage high-volume social support environments with significant public visibility. Extensive experience presenting to C-suite executives and influencing senior stakeholders. Proven partnership with Communications, PR, or brand teams in crisis messaging. In-depth understanding of AI-driven and human support workflows. Ability to take charge during high-stakes events and shape conversations under pressure. Data-driven, outcome-focused, and capable of presenting insights at the executive level. Solid grasp of crypto industry challenges, aligned with our mission for greater economic freedom. Outstanding organization and project management skills in a fast-paced environment. Preferred Qualifications: Experience in regulated industries or dealing with government/media scrutiny. Background in crisis communications, incident response, or risk management. Familiarity with social listening/triage tools (e.g., Sprinklr, Salesforce, Amazon Connect). Position ID: P73066 Pay Transparency Notice: The target annual base salary for this role varies by work location, ranging from $201,365 to $236,900 USD. Full-time offers from Coinbase include bonus eligibility, equity options, and comprehensive benefits (medical, dental, vision, 401(k)). Commitment to Equal Opportunity: Coinbase is an Equal Opportunity Employer. All qualified applicants receive fair consideration for employment, irrespective of race, color, religion, gender, national origin, age, disability, veteran status, or any other legally protected status. We also consider qualified applicants with criminal histories following relevant laws. Reasonable accommodations for disabilities are available during the employment process. For assistance, please contact us to discuss your needs. AI Disclosure: For select roles, Coinbase is testing an AI tool to conduct initial interview screenings. Human recruiters will review candidate responses during this process.

Created: 2026-03-10