The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
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.
+ years in public social support, community management, or social CX in a: regulated or high-visibility industry (fintech, financial services, crypto).
What they're looking for
- 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.
