Join Coinbase as a Social Support Specialist III to manage high-visibility customer interactions and lead social support operations.
AI in the day-to-day
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs.
Requirements
- Experience
- 4+ years
Benefits
Joblaze summary
In the role of Social Support Specialist III at Coinbase, the individual manages high-stakes customer interactions across social channels, focusing on VIP and executive-level cases. Key skills include expertise in social media support, risk detection, and the ability to maintain quality control over public communications. This position is suited for seasoned professionals with a background in handling escalated cases in regulated environments, emphasizing discretion and sound judgment. The team operates in a fast-paced setting, where collaboration and high standards are paramount.
Joblaze insights
- Listed 2 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.
- Salary band is below the typical range for comparable tech roles (median ~$117,000).
Quick facts
- Is the Social Support Specialist III role remote?
- It's hybrid — Coinbase expects some on-site time in Remote - USA.
- What's the salary range?
- Coinbase lists $83,215–$97,900 for this role.
- How much experience is required?
- At least 4 years of relevant experience for this Social Support Specialist III role.
- Where is the role based?
- Coinbase is hiring for this position in Remote - USA.
- What seniority level is this role?
- Coinbase targets senior candidates for this position.
- Is this full-time or contract?
- Full-time for this Social Support Specialist III 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 a Social Support Specialist III on the Customer Experience team, you'll own the most complex, highest-visibility customer interactions across Coinbase's public and private social channels. You'll handle VIP, HNWI, influencer, and executive-level cases end to end, serve as the final quality gate for public replies drafted by L1 and L2 specialists, and act as the shift-monitor lead protecting queue health and SLA performance. This is a senior IC role where your judgment directly shapes how the world perceives Coinbase in real time.
What you'll do:
- Own end-to-end resolution of the highest-risk and highest-visibility cases across public and private social channels, including VIP, HNWI, influencer, and executive-level escalations.
- Serve as the final approver for high-visibility public replies drafted by L1 and L2 specialists, ensuring tone, accuracy, and brand alignment before publication.
- Detect emerging risks in real time, assess severity, and route issues to the appropriate partners (Comms, Legal, Policy, or Incident teams) with clear context and urgency framing.
- Lead shift-monitor operations by protecting queue health, preventing SLA misses, balancing workload across the team, and acting as the first point of contact for peer escalations.
- Raise the quality bar across the social support team through consistent mentoring, calibration of tone and judgment, and modeling best-in-class public communication.
Required Skills and Experience:
- 4+ years in social media support, community management, or public-facing customer operations, with at least 2 years handling escalated or high-risk cases for a regulated company.
- Proven ability to manage VIP or executive-level interactions with precision, discretion, and sound judgment under time pressure.
- Track record of real-time risk detection and cross-functional routing, including demonstrated experience partnering with Legal, Comms, or Compliance teams during live incidents.
- Experience leading queue or shift operations, including workload balancing, SLA monitoring, and peer coaching in a high-volume 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: 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.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.