Social Support Specialist I

About the role

In this role, you will be responsible for handling customer inquiries across various social media platforms, ensuring that interactions align with Coinbase's brand voice and standards. You will engage with customers through direct messages and public replies, addressing issues while educating them about Coinbase's products and services.

The position emphasizes a hands-on approach to managing social support in a fast-paced environment. You will use various tools and platforms to triage and resolve customer issues efficiently, ensuring that high-visibility concerns are prioritized appropriately.

The salary range for this role is between $60,000 and $100,000, providing a competitive compensation package.

Skills that matter here

• social support: This role involves managing customer inquiries and providing assistance through social media channels.
• community management: You will engage with the community to foster positive interactions and uphold brand safety.
• customer experience: A focus on enhancing the customer experience is crucial in every interaction.
• fintech: Experience in the fintech sector is essential due to the nature of Coinbase's offerings.
• AI-powered support tools: Utilizing AI tools is part of the workflow to enhance efficiency in customer support.

Who this role suits

• Candidates should have a strong background in social support or community management.
• An ability to communicate clearly and concisely in a fast-paced environment is important.
• Those who thrive here are adaptable and willing to learn about cryptocurrency and its regulatory landscape.
• Experience with social engagement platforms and ticketing systems is beneficial.

From the employer

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.

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).
• Annual base salary range (excluding bonus): $60K - $100K.