# Social Support Senior Manager

**Company:** [Coinbase](https://hotfix.jobs/companies/coinbase)
**Location:** Remote
**Role:** Customer Support
**Salary:** $201k – $237k/yr
**Experience:** 6+ years
**Skills:** social support, crisis management, social listening, social triage, ai support workflows, executive presentation, Cross-Functional Collaboration, sla frameworks, Project Management, sprinklr, Salesforce, amazon connect
**Posted:** 2026-07-31

> Lead Coinbase's global social support program across Reddit, X, LinkedIn and other channels. Build crisis management playbooks, drive real-time triage and resolution, collaborate with Fraud/Product/Engineering, present insights to C-suite, and partner with Comms on public messaging. Requires 6+ years leading social programs in high-growth tech/fintech/crypto.

## Job Description

## 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.).

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