Social Support Specialist, Coinbase
$83.2-97.9k
+ Equity + Bonus
Digital currency exchange
Be an early applicant
Digital currency exchange
1001+ employees
Be an early applicant
$83.2-97.9k
+ Equity + Bonus
1001+ employees
Company mission
To increase economic freedom for more than 1 billion people.
Role
Who you are
- 4+ years in social media support, community management, or public-facing customer operations, with at least 2 years handling escalated or high-risk cases for a regulated company
- Proven ability to manage VIP or executive-level interactions with precision, discretion, and sound judgment under time pressure
- Track record of real-time risk detection and cross-functional routing, including demonstrated experience partnering with Legal, Comms, or Compliance teams during live incidents
- Experience leading queue or shift operations, including workload balancing, SLA monitoring, and peer coaching in a high-volume environment
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
What the job involves
- As a Social Support Specialist III on the Customer Experience team, you'll own the most complex, highest-visibility customer interactions across Coinbase's public and private social channels
- You'll handle VIP, HNWI, influencer, and executive-level cases end to end, serve as the final quality gate for public replies drafted by L1 and L2 specialists, and act as the shift-monitor lead protecting queue health and SLA performance. This is a senior IC role where your judgment directly shapes how the world perceives Coinbase in real time
- Own end-to-end resolution of the highest-risk and highest-visibility cases across public and private social channels, including VIP, HNWI, influencer, and executive-level escalations
- Serve as the final approver for high-visibility public replies drafted by L1 and L2 specialists, ensuring tone, accuracy, and brand alignment before publication
- Detect emerging risks in real time, assess severity, and route issues to the appropriate partners (Comms, Legal, Policy, or Incident teams) with clear context and urgency framing
- Lead shift-monitor operations by protecting queue health, preventing SLA misses, balancing workload across the team, and acting as the first point of contact for peer escalations
- Raise the quality bar across the social support team through consistent mentoring, calibration of tone and judgment, and modeling best-in-class public communication
Our take
Coinbase has built a reputation as one of the most accessible entry points into the world of cryptocurrency. With features like crypto wallets, direct bank account linking, and merchant payment tools, it's helping bring crypto into the mainstream. But the company isn't just relying on its early success, it's evolving fast to stay relevant in a rapidly changing market.
For example, its doubled down on institutional clients, now serving as the custodian for the majority of approved Bitcoin and Ethereum ETFs. Its Prime platform also offers a full suite of services for hedge funds, asset managers, and financial institutions. As demand for regulated crypto products rise globally (particularly in Asia), Coinbase is ready to expand.
Its also making moves to engage with younger audiences, by partnering with Riot Games to sponsor global eSports events for League of Legends and Valorant. This partnership highlights Coinbase's strategy to integrate Web 3.0 technologies into mainstream entertainment, aiming to bridge the gap between gaming and cryptocurrency for a new generation of users.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-24% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Oct 2018
$300m
GROWTH EQUITY VC
Aug 2017
$108.1m
SERIES D
Total funding: $528.5m
Leadership
Brian Armstrong
(Co-Founder & CEO)Previously founded UniversityTutor.com, also worked as a Software Engineer at AirBnb
Alessia Haas
(CFO)Previously held various head positions, including VP at GE Healthcare, Director at Merrill Lynch and CFO at CIT Bank and Oz Management
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