Social Support Senior Manager

What you'll be doing

• 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.

What we look for in you

• 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.

Nice to haves

• 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.).