Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added customer support in crypto. That mission starts with truly world-class social support: fast, empathetic, secure, and proactive. As Head of Social Support, you’ll build and lead the teams that respond to users in the wild—across Reddit, X, LinkedIn, and wherever else crypto conversations happen. And because every public support interaction is also a brand moment, you’ll work hand-in-glove with our Comms team to ensure we speak with one voice: clear, empathetic, credible, and aligned to Coinbase’s values. This is a role for someone who thrives in high-visibility, high-stakes environments, and who sees every customer interaction as an opportunity to reinforce our mission. This role will be embedded within the Customer Experience (CX) organization, working at the intersection of product and support to transform the customer experience.
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.
- 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
- 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.).
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
Skills Required
- 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.
- 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 and human support workflows (including chatbot handoffs).
- Comfortable being on point for high-stakes, real-time events and shaping narrative under pressure.
- Data-driven, outcome-oriented, and able to present insights at the executive level.
- Solid understanding of crypto industry challenges and alignment with Coinbase's mission.
- Excellent organization and project management skills in a fast-moving and demanding environment.
- Experience in regulated industries or with government/press scrutiny.
- Background in crisis communications, incident response, or risk management.
- Familiarity with social listening/triage tools (Sprinklr, Salesforce, Amazon Connect, etc.).
What the Team is Saying
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Coinbase Compensation & Benefits Highlights
How does Coinbase ensure its pay and bonus plans are competitive?
Coinbase uses a market-driven, pay-for-performance approach to keep pay and bonus plans competitive. Coinbase regularly benchmarks roles against leading technology and fintech companies using external market data and reviews its compensation programs on a recurring basis to ensure salary, bonus, and equity remain aligned with the broader market and business goals. Annual bonus and equity programs are tied to both company results and individual impact, so when Coinbase and its people perform, total rewards reflect that performance.
Coinbase Insights
What We Do
Crypto creates economic freedom by ensuring that people can participate fairly in the economy, and Coinbase (NASDAQ: COIN) is on a mission to increase economic freedom for more than 1 billion people. We’re updating the century-old financial system by providing a trusted platform that makes it easy for people and institutions to engage with crypto assets, including trading, staking, safekeeping, spending, and fast, free global transfers. We also provide critical infrastructure for onchain activity and support builders who share our vision that onchain is the new online. And together with the crypto community, we advocate for responsible rules to make the benefits of crypto available around the world.
Why Work With Us
We have the opportunity to accelerate the pace of innovation in the world by building an open financial system. Our vision is to create more economic freedom in the world, to help people control their own wealth, start companies, have financial privacy, and participate in the global economy. And to get us there, we focus, build and move as a team.
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Coinbase Teams
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Remote Workspace
Employees work remotely.
Coinbase is remote-first, which enables us to innovate, build and move quickly. Our teams are able to work effectively from around the globe with time for in-person offsites and team meetups to enhance collaboration and connection.
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