Lead the reactive social support operations at Coinbase, managing customer interactions across multiple platforms in a hybrid work environment.
Skills & Technologies
AI in the day-to-day
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Requirements
- Experience
- 5+ years
Benefits
Joblaze summary
In the role of Senior Strategic Program Lead at Coinbase, the individual will manage the entire reactive social support operation across multiple platforms, ensuring timely and effective customer interactions. Key skills include experience in social support and crisis management, along with proficiency in enterprise support tools and AI-driven solutions. This position is ideal for someone with over five years of relevant experience who can navigate high-pressure situations and drive performance metrics. Coinbase's Social Experience team emphasizes brand integrity and customer trust, making this a critical role in their mission.
Joblaze insights
- Listed 11 days ago on Joblaze — tracked directly from Coinbase's career page.
- Coinbase has 163 other open roles including Strategic Program Lead, Supervisor, Customer Success Team, Staff Applied Data Scientist, Pricing.
- 50 active Zendesk roles on Joblaze right now.
- 3 active Sprinklr roles on Joblaze right now.
- 3 active AI-native tooling roles on Joblaze right now.
- Salary band is above the typical range for comparable tech roles (median ~$117,000).
- Pays more than 63% of the 30 salaried Zendesk roles we track (median $113,202).
Quick facts
- Is the Senior Strategic Program Lead role remote?
- It's hybrid — Coinbase expects some on-site time in Remote - USA.
- What's the salary range?
- Coinbase lists $130,900–$130,900 for this role.
- How much experience is required?
- At least 5 years of relevant experience for this Senior Strategic Program Lead role.
- Where is the role based?
- Coinbase is hiring for this position in Remote - USA.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Sprinklr, Chatbots, AI-native tooling, automation workflows, Khoros, Zendesk.
- What seniority level is this role?
- Coinbase targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Senior Strategic Program Lead role at Coinbase.
From the original posting
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.
Coinbase's Social Experience team is the company's most visible customer experience surface, where every reply, thread, and public resolution is a brand moment and a trust signal at scale. As the Program Manager, Reactive + Support, you'll own the end-to-end reactive social support operation across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores. You'll run incident command during live brand crises, own the operating model for a global CX team, and serve as the single DRI for the quality and speed of every public customer interaction on Coinbase's owned social channels.
What you’ll do:
- Own end-to-end reactive social support operations across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores, including queue management, SLA ownership, staffing alignment, and coverage design
- Serve as incident command lead during all social-originating CX moments (platform outages, scam waves, regulatory events, viral threads), coordinating in real time with Comms, Legal, Risk, and CX leadership
- Maintain and evolve the full reactive playbook library including macros, tone frameworks, QA rubrics, and high-stress scenario guides, ensuring Social Specialists are trained, calibrated, and performing above threshold
- Own the reactive feedback flywheel, routing structured signal capture from social interactions (tagging, theme analysis) to Analytics, Voice of the Customer, Product, and Brand Social teams
- Drive automation and deflection strategy in partnership with internal and external teams, managing the roadmap to eliminate avoidable contacts through AI-native tooling including chatbot and agent co-pilot
- Own the reactive scorecard: time to acknowledgment, time to resolution, Social CSAT, in-channel resolution rate, negative mention volume, and sentiment recovery curves
Required skills and experience:
- 5+ years of experience in social support, digital CX, or community operations with direct ownership of SLAs, queue performance, and agent quality at scale
- Demonstrated incident or crisis response leadership during live, public-facing customer escalations including outages, fraud events, or high-visibility complaint threads
- Proven ability to build and manage operating models across global, multi-vendor support teams with measurable performance outcomes (e.g., SLA attainment, CSAT improvement)
- Experience owning KPI scorecards, reading sentiment trends, and translating operational signals into executive-ready narratives and decisions
- Working knowledge of enterprise social support platforms (Sprinklr, Khoros, Zendesk, or equivalent) and familiarity with AI-native support tooling (chatbots, agent co-pilots, automation workflows)
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
P77132
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
- 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.
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