Director of Social Media Engagement

Are you ready to push beyond your limits and make a significant impact? At Coinbase, we are committed to enhancing economic freedom on a global scale. This ambitious vision offers vast opportunities and requires dedicated individuals who strive for excellence as we construct a groundbreaking onchain platform to transform the global financial system. We are seeking a distinctive candidate who is not only passionate about our mission but also believes in the transformative power of crypto and blockchain technology. If you have a strong desire to make your mark on the world, excel under pressure, and actively pursue feedback for personal and professional growth, we want you to tackle our biggest challenges together with us. Our dynamic and demanding work environment is perfect for those eager to shape the future alongside top-tier colleagues who motivate each other to achieve great results. While many roles at Coinbase allow for a remote-first approach, in-person collaboration is vital throughout the year, with various team and company-wide offsites designed to ensure alignment and connection. The Coinbase Customer Experience (CX) organization is focused on delivering the most trusted and valuable customer support within the crypto space. A key component of this mission is our exceptional social support, characterized by speed, empathy, security, and proactivity. As the Director of Social Media Engagement, you will design and lead teams that interact with users across platforms such as Reddit, X, LinkedIn, and others where vibrant crypto discussions take place. Each public interaction offers a crucial branding opportunity, so you will work closely with our Communications team to ensure that our messaging is clear, empathetic, credible, and reflective of Coinbase's core values. This role is perfect for someone who thrives in high-visibility, high-pressure situations, viewing each customer interaction as a chance to reinforce our mission. Key Responsibilities: Lead the creation of Coinbase's Global Social Support strategies, develop roadmaps, set tone guidelines, and present strategic recommendations and data-driven insights regularly to the COO and CEO. Build and manage an effective social support program across platforms like Reddit, X, LinkedIn, and others, ensuring we connect with users seamlessly. Develop global Crisis Management playbooks and workflows to effectively navigate crisis situations, including data breaches and scam alerts. Enhance real-time social listening and improve resolutions for account issues, verification challenges, fraud attempts, and service-related inquiries. Facilitate cross-functional partnerships with teams in Fraud, Product, Trust & Safety, and Engineering to swiftly address root issues and implement preventive measures. Oversee escalation processes to ensure seamless transitions from AI to expert responders, minimizing customer frustrations. Work with operations to develop clear social channel support policies and performance tracking systems that promote accountability. Ensure clarity, calmness, and trust in public communications, establishing yourself as a credible voice representing Coinbase's support experience. What We Seek: 8+ years of experience leading social programs, ideally in tech, fintech, or crypto sectors. A demonstrated ability to manage high-volume social support settings with considerable public visibility. Extensive experience presenting to C-suite executives and influencing senior stakeholders. Established collaboration with Communications, PR, or brand teams during crisis messaging. Deep understanding of AI-driven and human support workflows. Strong capability to take charge during high-stakes events and navigate conversations under pressure. Data-driven and outcome-focused, adept at presenting insights to executive leadership. Thorough understanding of crypto industry challenges that resonate with our mission for greater economic freedom. Excellent organization and project management skills in a fast-paced environment. Preferred Qualifications: Experience in regulated industries or managing 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 ranges from $201,365 to $236,900 USD, varying by work location. 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 in accordance with applicable 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: 2026-03-11