Head of Social Media Engagement

Join us at Coinbase and take on an exciting challenge where you can make a real impact! At Coinbase, our mission is to promote economic freedom globally. We are constructing the future of finance with innovative on-chain technology, and we need enthusiastic individuals like you to help drive this mission forward. If you are passionate about cryptocurrency and blockchain technology and want to play a pivotal role, this is the ideal opportunity for you. We are looking for a dynamic leader who thrives under pressure, collaborates effectively with top professionals, and values feedback for personal and professional development. As the Head of Social Media Engagement within the Coinbase Customer Experience (CX) team, your objective will be to spearhead our social support initiatives on platforms like Reddit, X, LinkedIn, and more. Every public interaction is a chance to fortify our brand, and you will collaborate closely with our Communications team to ensure our messaging is clear, empathetic, and aligned with Coinbase's core mission and values. Key Responsibilities Develop and execute Coinbase's Global Social Support strategies, creating roadmaps and tone of voice guidelines while providing strategic insights to senior leadership. Build and lead a proactive social support team dedicated to engaging users on high-traffic platforms. Establish and maintain Crisis Management protocols to manage communications during critical situations, such as data breaches or fraud alerts. Enhance our real-time social listening capabilities to address user concerns promptly, from account issues to service frustrations. Collaborate cross-departmentally, including with Fraud and Trust & Safety teams, to tackle root causes and enhance preventative measures. Oversee workflows that ensure smooth transitions from automated responses to human representatives, prioritizing customer empathy throughout. Work closely with operations to define support policies, service level agreements, and performance tracking systems. Serve as a credible voice in public communications, fostering transparency and trust in our messaging. Qualifications 8+ years of leadership experience in social support, ideally within fast-paced tech, fintech, or crypto sectors. A proven track record of managing high-visibility social support operations. Experience presenting to C-suite executives and influencing cross-functional stakeholders. Strong expertise in collaborating with Communications and PR teams during crisis situations to ensure coherent messaging. In-depth understanding of AI and human support systems. Capability of managing high-stakes scenarios and shaping narratives under tight deadlines. A data-driven mindset with the ability to summarize insights for executive-level discussions. Knowledge of the unique challenges within the crypto industry and alignment with our mission of economic freedom. Outstanding organizational and project management skills to thrive in fast-paced environments. Preferred Qualifications Experience in regulated sectors or environments under 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 everyone to apply, as we allow 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 proudly welcomes applications from qualified individuals regardless of race, religion, gender, national origin, age, disability, veteran status, or any other protected categories. Our hiring process considers applicants with a criminal history, in compliance with applicable law. Coinbase is dedicated 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: Coinbase is piloting an AI tool for screening interviews in select positions to simulate meaningful interactions. Responses will be evaluated by a human recruiter based on qualifications. We are also testing AI for note-taking during interviews to enhance engagement without impacting decision-making.

Created: 2026-03-11