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Salary: USD 83,215 - 97,900 / annual
Coinbase is seeking a Social Support Specialist III to own the most complex and highest-visibility customer interactions across the company's public and private social channels. This is a senior individual contributor role on the Customer Experience team where you'll handle VIP, HNWI, influencer, and executive-level cases end to end, serving as the final quality gate for public replies and acting as shift-monitor lead.
Key responsibilities include: owning end-to-end resolution of highest-risk and highest-visibility cases across social channels; serving as final approver for high-visibility public replies drafted by junior specialists, ensuring tone, accuracy, and brand alignment; detecting emerging risks in real time and routing issues to appropriate partners (Comms, Legal, Policy, Incident teams) with clear context; leading shift-monitor operations by protecting queue health, preventing SLA misses, and balancing workload; and raising the quality bar through consistent mentoring and calibration of tone and judgment.
Required qualifications: 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 with 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 high-volume environments. Responsible use of generative AI while maintaining human oversight to deliver business-ready outputs.
Coinbase is a remote-first company with quarterly in-person working sessions called "surges." The role offers competitive compensation, equity eligibility, and comprehensive benefits.
