Social Support Senior Manager

Join Coinbase as a Social Support Senior Manager to lead high-performance social support programs and enhance customer experience in the crypto space. At Coinbase, we are uncompromising on our mission to increase economic freedom. This isn't a place for complacency; it’s a place to be pushed past your perceived limits. Coinbase is a remote-first company, expecting quarterly in-person working sessions.

• •Champion Coinbase’s Global Social Support/Social Care strategies, define roadmaps/playbooks/voice/tone of global social support programs, and present strategic recommendations and data-driven insights directly to COO and CEO on a regular basis.
• •Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent channels—meeting users where they are.
• •Define global Crisis Management playbooks and workflows, and efficiently manage crisis responses, including data-breach communications, scam advisories, and trust building post-incident.
• •Elevate real-time social listening, triage, and resolution for account issues, verification struggles, fraud attempts, and service frustrations.
• •Host cross-functional collaboration with Fraud, Product, Trust & Safety, and Engineering to rapidly address root issues and invest in prevention.
• •Oversee escalation workflows—including human handoffs from AI to expert responders—to eliminate chatbot loops and ensure customer empathy and effectiveness.
• •Work with operations to develop clear social channel support policies, SLA frameworks, and performance tracking dashboards that drive accountability.
• •Champion clarity, calm, and trust in public messaging—becoming a credible, authoritative voice on Coinbase’s support experiences.

• •Base salary varies by location. Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
• •Annual base salary range (excluding equity and bonus): $201,365 — $236,900 USD.

• •6+ years leading social programs, ideally in high-growth tech, fintech, or crypto.
• •Proven track record managing high-volume social support environments with strong public visibility.
• •Rich experience presenting to C-suite executives and influencing senior cross-functional stakeholders.
• •Experience partnering with Comms, PR, or brand teams on shared messaging in moments of crisis.
• •Deep understanding of AI + human support workflows.
• •Comfortable being “on point” for high-stakes, real-time events and shaping the narrative under pressure.
• •Data-driven, outcome-oriented, and able to present insights at the executive level.
• •Solid understanding of crypto industry challenges and aligned with our mission of increasing economic freedom.
• •Excellent organization and project management skills in a fast-moving and demanding environment.