Social Support Specialist I
Provides high-volume, real-time customer support across X, Instagram, and Facebook, resolving direct messages and routing public responses for approval. Requires at least two years of social support or community management experience, concise judgment-driven writing, SLA triage, and cryptocurrency familiarity.
About the job
Responsibilities
- Own end-to-end resolution of inbound direct messages across X, Instagram, and Facebook, including authentication, troubleshooting, and routing into internal workflows.
- Draft and submit public-facing replies and mentions for Shift Monitor approval while maintaining a consistent, platform-appropriate brand voice.
- Investigate and resolve customer issues, identify root causes, track cases accurately, and escalate PR-sensitive concerns according to established playbooks.
- Educate customers on Coinbase products, features, and cryptocurrency best practices.
- Triage inbound social volume by risk and visibility using dashboards and SLAs, prioritizing work to meet response-time targets across channels.
- Work on a 24/7 rolling roster.
Requirements
- 2+ years of experience in public social support, community management, or social customer experience in a regulated or high-visibility industry such as fintech, financial services, or cryptocurrency.
- Ability to handle direct messages, public replies, and mentions using concise, high-judgment written communication adapted to short-form social content.
- Experience triaging social volume by risk and visibility, moving conversations to direct messages when appropriate, and managing cases end-to-end within SLA-driven workflows.
- Working proficiency with social engagement platforms, ticketing systems, and LLM/AI-powered support tools.
- Familiarity with cryptocurrency concepts and willingness to develop deep product knowledge in a fast-changing regulatory and market environment.
- Responsible use of generative AI with human oversight to improve workflow efficiency, cost, and quality.
Skills
Social Media Support, Community Management, Sprinklr, Salesforce Service Cloud, Jira, Generative AI, Cryptocurrency, Customer Authentication, Case Management, Sla Management
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