Social Support Senior Manager

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.

• 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.).