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Salary: USD 201,365 - 236,900 / annual
Coinbase is seeking a Head of Social Support to build and lead world-class social support programs across Reddit, X, LinkedIn, and other crypto conversation channels. This is a high-visibility, strategic role reporting to the COO/CEO, responsible for defining global social support strategies, roadmaps, playbooks, and voice/tone guidelines.
Key responsibilities include: championing Coinbase's global social support strategy and presenting data-driven insights to C-suite; building and leading a high-performance team managing social support across multiple channels; defining crisis management playbooks and efficiently managing crisis responses including data breaches and scam advisories; elevating real-time social listening, triage, and resolution for account issues, fraud attempts, and service frustrations; hosting cross-functional collaboration with Fraud, Product, Trust & Safety, and Engineering to address root issues; overseeing escalation workflows to eliminate chatbot loops and ensure empathetic customer interactions; developing social channel support policies, SLA frameworks, and performance dashboards; and championing clear, calm, authoritative messaging on Coinbase's support experiences.
Required qualifications: 6+ years leading social programs in high-growth tech, fintech, or crypto; proven track record managing high-volume social support with strong public visibility; experience presenting to C-suite and influencing senior stakeholders; partnership experience with Comms/PR teams on crisis messaging; deep understanding of AI + human support workflows; comfort with high-stakes real-time events and narrative shaping under pressure; data-driven, outcome-oriented mindset with executive-level presentation skills; solid understanding of crypto industry challenges and alignment with Coinbase's mission.
Nice-to-haves include experience in regulated industries, crisis comms/incident response background, and familiarity with social listening tools (Sprinklr, Salesforce, Amazon Connect). The role is remote-first with quarterly in-person "surge" sessions. Coinbase offers competitive compensation, equity, bonus eligibility, and comprehensive benefits.
