This is a high visibility leadership role for someone who can run social support like an ops function and a brand function at the same time. You’ll build the strategy, lead the teams responding on public channels, and own crisis playbooks that protect trust when things get hot.
About Coinbase
Coinbase’s mission is to increase economic freedom in the world by building the onchain platform and helping shape the future of the global financial system. Their culture is intense, feedback heavy, and performance driven, with a remote first approach but required in person participation for multiple offsites each year.
Schedule
Full time, remote first (not remote only)
In person offsites required multiple times annually
Compensation: $192,610 to $226,600 base salary (plus bonus eligibility, equity, and benefits)
What You’ll Do
- Own global social support strategy, including roadmaps, playbooks, voice, and tone
- Build and lead a high performance social support program across Reddit, X, LinkedIn, and adjacent channels
- Define and run crisis management workflows for incidents like breaches, scam advisories, and trust rebuilding
- Improve real time social listening, triage, and resolutions for account access, verification, fraud, and service issues
- Partner cross functionally with Fraud, Product, Trust and Safety, and Engineering to solve root issues and prevent repeats
- Oversee escalation workflows, including human handoffs from AI to experts to reduce chatbot loops and increase empathy
- Set social support policies, SLAs, and dashboards that drive accountability and performance
- Serve as a credible public voice for Coinbase support experiences
- Present strategic recommendations and insights to the COO and CEO regularly
What You Need
- 8+ years leading social programs (ideal: high growth tech, fintech, or crypto)
- Proven success running high volume social support in public facing environments
- Strong experience presenting to and influencing C suite leaders
- Experience partnering with Comms, PR, or Brand, especially during crises
- Deep understanding of AI plus human support workflows
- Calm, decisive leadership in high stakes real time events
- Data driven mindset with executive level storytelling skills
- Solid understanding of crypto industry challenges and alignment with Coinbase’s mission
- Strong organization and project management in a fast moving environment
Benefits
- Medical, dental, vision
- 401(k) with company match
- Wellness stipend
- Mobile and internet reimbursement
- Connections stipend
- Volunteer time off
- Fertility counseling and benefits
- Generous time off and leave policy
- Option to get paid in digital currency
Quick reality check before you apply: this is not “social media management.” It’s crisis operations plus support leadership in public, with exec level pressure. If that’s your kind of adrenaline, it’s a monster opportunity.
Apply while roles are open and note Coinbase’s rule: max four applications in a 30 day period, so pick your shots wisely.
Happy Hunting,
~Two Chicks…