# Social Support Specialist III

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** Remote
**Role:** Customer Support
**Salary:** $83k – $98k/yr
**Experience:** 4+ years
**Skills:** social media support, community management, customer operations, risk detection, Cross-Functional Collaboration, legal compliance, communications, queue management, sla monitoring, Generative AI, mentoring, public communication
**Posted:** 2026-07-24

> Own end-to-end resolution of highest-visibility VIP, HNWI, influencer, and executive social media cases at Coinbase. Serve as final quality gate for public replies, lead shift monitoring, detect and route real-time risks to Legal/Comms teams, and mentor the social support team on tone, judgment, and brand alignment. Requires 4+ years in social support with high-risk case experience.

## Job Description

## What you'll do

- 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.

## Required Skills and Experience

- 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.

## Compensation

Annual base salary range (excluding equity and bonus): $83,215—$97,900 USD. Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

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