Join Coinbase as a Social Support Specialist I to engage with customers on social platforms and enhance their experience.
Posted by employer 2 weeks ago
First seen on Joblaze 2 weeks ago
Last verified on the company career page 17 hours ago
Skills & Technologies
AI in the day-to-day
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs.
Requirements
- Experience
- 2+ years
Not disclosed in this posting: visa sponsorship.
Benefits
Joblaze summary
In the role of Social Support Specialist I at Coinbase, the individual will engage with customers across social media platforms, addressing inquiries and resolving issues in real-time. Key skills include experience in social customer support, proficiency with engagement tools, and the ability to communicate effectively in a fast-paced environment. This position is ideal for someone with a background in fintech or a similar regulated industry, who thrives under pressure and is eager to deepen their understanding of cryptocurrency. Coinbase emphasizes a dynamic work culture, pushing team members to excel and innovate.
Joblaze insights
- Listed 17 days ago on Joblaze — tracked directly from Coinbase's career page.
- Coinbase has 233 other open roles including Operational Excellence Senior Program Lead, Derivative Sales Analyst, Senior Strategic Program Lead.
- 5189 active AI/ML roles on Joblaze right now.
- 52 active Social Media roles on Joblaze right now.
- 30 active Customer Experience roles on Joblaze right now.
- Pays more than 0% of the 2253 salaried AI/ML roles we track (median $180,000). See AI/ML salary trends
Quick facts
- Is the Social Support Specialist I role remote?
- It's hybrid — Coinbase expects some on-site time in Manila, Philippines.
- What's the salary range?
- Coinbase lists PHP 638,600–PHP 638,600 for this role.
- How much experience is required?
- At least 2 years of relevant experience for this Social Support Specialist I role.
- Where is the role based?
- Coinbase is hiring for this position in Manila, Philippines.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI/ML, Customer Experience, Social Media, cryptocurrency.
- What seniority level is this role?
- Coinbase targets junior candidates for this position.
- Is this full-time or contract?
- Full-time for this Social Support Specialist I 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.
As an L1 Social Support Specialist on the Customer Experience team, you'll serve as the frontline voice of Coinbase across our core social platforms. This role owns high-volume, real-time customer engagement via X (Twitter), Instagram, and Facebook, ensuring every customer feels heard while maintaining brand safety through moderated public responses. You'll operate on a 24/7 rolling roster, handling DMs independently and routing public replies through Shift Monitor approval to protect brand integrity at scale.
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.
P77605
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).
- 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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