Social Support Senior Manager

- 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.

- 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

- Experience in regulated industries or with government/press scrutiny.

- Background in crisis comms, incident response, or risk management.

- Familiarity with social listening/triage tools (Sprinklr, Salesforce, Amazon Connect etc.).

Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

$201,365 - $236,900 USD

- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.

- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.

- US Applicants: View Employee Rights , Know Your Rights , and E-Verify Notice of Participation.

- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial .

- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice . US applicants: By submitting your application, you agree to Arbitration of Disputes .