Social Support Specialist I

Coinbase
Manila
Workplace: HybridFull timePHP 638,600 - 638,600 annuallyFunction: Customer Support (Service Desk)Skills: ["High-judgment","Written communication","Responsible AI use","Prioritization","Problem solving"]

Own end-to-end customer engagement on Coinbase’s core social platforms—X, Instagram, and Facebook—by resolving inbound DMs, drafting public replies for approval, and investigating issues with accurate case tracking. Triage social volume by risk and visibility using dashboards and SLAs to meet response targets, escalate PR-sensitive concerns, and educate customers on Coinbase products and crypto best practices while using AI tools responsibly.

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FursaFursa
Coinbase
Coinbase
1 week ago

Social Support Specialist I

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Source: Company careers pageValidated by: Fursa AI
Last checked: 10 hours agoStatus: Live

Job Summary

Own end-to-end customer engagement on Coinbase’s core social platforms—X, Instagram, and Facebook—by resolving inbound DMs, drafting public replies for approval, and investigating issues with accurate case tracking. Triage social volume by risk and visibility using dashboards and SLAs to meet response targets, escalate PR-sensitive concerns, and educate customers on Coinbase products and crypto best practices while using AI tools responsibly.
Location: Manila
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •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 while maintaining a consistent, platform-appropriate brand voice.
  • •Investigate and resolve customer issues by identifying root causes, tracking cases accurately, and escalating PR-sensitive concerns using established playbooks.
  • •Educate customers on Coinbase products, features, and crypto best practices to help them unlock services aligned to their needs.
  • •Triage inbound social volume by risk and visibility using dashboards and SLAs to prioritize work and meet response time targets across channels.

Pay and Benefits

Salary: PHP 638,600 annually
Perks:DentalVisionHealth Insurance

Key Requirements

  • •2+ years in public social support, community management, or social CX in a regulated or high-visibility industry (fintech, financial services, crypto).
  • •Ability to handle DMs, public replies, and mentions with concise, high-judgment written communication for short-form social.
  • •Experience triaging social volume by risk and visibility, moving conversations to DMs when needed, and managing cases end-to-end within SLA-driven workflows.
  • •Hands-on use of social engagement and support tooling (e.g., Sprinklr, Salesforce Service Cloud, JIRA) and LLM/AI-powered support tools.
  • •Familiarity with cryptocurrency concepts and willingness to develop deep product knowledge in a fast-changing regulatory environment.
Experience:FintechFinancial servicesCryptoCommunity managementSocial CX
Skills:High-judgmentWritten communicationResponsible AI usePrioritizationProblem solving
Languages:English
Tech Stack:X (Twitter)InstagramFacebookShift MonitorSprinklrSalesforce Service CloudJIRALLMCopilotsChatbotsWorkflow automation

Company Brief

Coinbase
Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn