Coinbase · 2 days ago
Head of Social Media Support
United States
Full-time
Remote
Director/Executive
$193K/yr - $227K/yr
8+ years expCoinbase is a company on a mission to increase economic freedom in the world, and they are seeking a Head of Social Media Support to lead their customer support efforts. This role involves building and managing social support strategies, crisis management, and ensuring alignment with the company's values during public interactions.
BitcoinBlockchainCryptocurrencyFinTechTrading Platform
Responsibilities
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
Qualification
Required
8+ 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
Preferred
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.)
Benefits
Bonus eligibility
Equity eligibility
Benefits (including medical, dental, vision and 401(k))
Company
Coinbase
Coinbase is a crypto exchange and wallet platform that allows merchants and consumers to buy, sell, and store digital currencies.
1001-5000 employees
H1B Sponsorship
Coinbase has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (181)
2024 (92)
2023 (96)
2022 (284)
2021 (183)
2020 (66)
Funding
Current Stage
Public CompanyTotal Funding
$4.46BKey Investors
ARK Investment ManagementDFJ GrowthTiger Global Management
2025-12-19Post Ipo Equity· $4.2M
2025-08-05Post Ipo Debt· $2.6B
2025-03-04Post Ipo Equity· $8M
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
Chief Financial Officer
Recent News
2026-01-06
Company data provided by crunchbase