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.
As an L1 Social Support Specialist on the Customer Experience team, you'll serve as the frontline voice of Coinbase across our core social platforms. This role owns high-volume, real-time customer engagement via X (Twitter), Instagram, and Facebook, ensuring every customer feels heard while maintaining brand safety through moderated public responses. You'll operate on a 24/7 rolling roster, handling DMs independently and routing public replies through Shift Monitor approval to protect brand integrity at scale.
What you'll do:
- Own end-to-end resolution of inbound DMs across X, Instagram, and Facebook, including authentication, troubleshooting, and routing into internal workflows.
- Draft and submit public-facing replies and mentions for Shift Monitor approval, maintaining a consistent, platform-appropriate brand voice in every interaction.
- Investigate and resolve customer issues by identifying root causes, tracking cases accurately, and escalating PR-sensitive concerns per established playbooks.
- Educate customers on Coinbase products, features, and crypto best practices, guiding them to unlock services that match their unique profile.
- Triage inbound social volume by risk and visibility using dashboards and SLAs, prioritizing work to meet response time targets across all channels.
Required Skills and Experience:
- 2+ years in public social support, community management, or social CX in a regulated or high-visibility industry (fintech, financial services, crypto).
- Demonstrated ability to handle customers across DMs, public replies, and mentions with proven high-judgment, concise written communication adapted for short-form social content.
- Hands-on experience triaging social volume by risk and visibility, moving conversations to DM when needed, and managing cases end-to-end within SLA-driven workflows.
- Working proficiency with social engagement platforms (e.g., Sprinklr), ticketing systems (e.g., Salesforce Service Cloud, JIRA), and LLM/AI-powered support tools (copilots, chatbots, workflow automation).
- Familiarity with cryptocurrency concepts and willingness to develop deep product knowledge in a fast-changing regulatory and market environment.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
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Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).
- 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
- 2+ years of experience in public social support, community management, or social customer experience within a regulated or high-visibility industry such as fintech, financial services, or crypto.
- Ability to handle customers across direct messages, public replies, and mentions using concise, high-judgment written communication adapted to short-form social content.
- Experience triaging social volume by risk and visibility, moving conversations to direct messages when needed, and managing cases end-to-end within SLA-driven workflows.
- Working proficiency with social engagement platforms such as Sprinklr, ticketing systems such as Salesforce Service Cloud and JIRA, and LLM or AI-powered support tools.
- Familiarity with cryptocurrency concepts and willingness to develop deep product knowledge in a changing regulatory and market environment.
- Ability to use generative AI responsibly with human oversight to produce business-ready outputs and improve workflow efficiency, cost, and quality.
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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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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