Senior Manager, Social Support & Community Operations
We’re Coinbase. We’re the world’s most trusted way to join the crypto revolution, serving more than 89 million accounts in more than 100 countries.
Our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web 3.0 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.
There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.
Ready to #LiveCrypto? Who you are:
- You’ve got positive energy. You’re optimistic about the future and determined to get there.
- You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
- You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
- You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
- You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
- You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.
As a Senior Manager for Community Operations, you will play a pivotal role in crafting and executing a world class experience for internal and external Coinbase customers. In this position you will lead a team of managers and front line specialists responsible for supporting customers on social media platforms.. You will be directly responsible for developing and operationalizing the social support roadmap while also inventing and refining process, defining policies, and partnering with stakeholders to scale the business.
What you’ll be doing (ie. job duties):
- Developing and operationalizing the social support strategy and roadmap, including setting a team vision, developing KPIs, designing scalable process, setting and achieving team goals.
- Leading a worldwide team of Social Support managers and frontline analysts, ensuring a highly engaged workforce that works collectively to execute the team vision.
- Leverage the social voice of the customer to influence Coinbase leaders and drive CX, product, and marketing roadmaps
- Manage relationships with social media platform (Twitter, Facebook, LI, etc) account managers to influence and drive shared objectives.
- Own relationship(s) with social engagement tool vendors to ensure products are aligned to strategic objectives.
- Ensuring top talent in every seat by hiring and developing the next generation of Coinbase leaders.
- Partner across all teams within the broader CX organization, ensuring coverage of key focus areas including analytics, content, quality, technology, training and voice of the customer.
- Utilize an in-depth understanding of metrics and reporting, including the introduction of new data points and methods for measuring social sentiment.
What we look for in you (ie. job requirements):
- 5+ years in a call center operations environment
- 3+ years experience working in Social Media customer service
- 3+ years of direct people management experience.
- Motivated by Coinbase’s mission and creating a seamless support experience for our global customer base.
- Demonstrated experience driving high-complexity projects & developing improvement systems.
- Highly flexible and adaptable to meet the evolving needs of a high-growth, fast paced organization.
- Strong communication skills. You have the ability to effectively communicate across various levels of the business (from senior leadership to customer support agents).
- High empathy and relationship building skills to understand customers and customer support agents.
- Fluent in English
- Travel requirements up to 15% to Coinbase offices and vendor locations based on business need.
Nice to haves:
- Experience working with Social Support platforms like Sprinklr or Sprout
- Comfortable leading teams in a remote working environment
- Experience with BPO vendor management.
- Experience with different channels of customer support, including voice, email, social and/or chat.
- Advanced experience in project management, analytics and/or quality assurance.
- Advanced degree in business, finance, customer experience and/or blockchain.
- Advanced understanding, JIRA, Salesforce Service Cloud.
Notice for Colorado applicants as required by sb19-085 (8-5-20). Target annual salary for this role performed in Colorado, is $174,250 + target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
ID: P28390
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