Coinbase

1 week ago

Senior Strategic Program Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Own Coinbase’s reactive social support operations across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores. Lead incident command for social-originating customer escalations such as outages, fraud waves, and regulatory events, coordinating with Comms, Legal, Risk, and CX leadership. Maintain the reactive playbook, drive automation and deflection using AI-native tooling, and manage KPI scorecards for acknowledgment, resolution, CSAT, sentiment recovery, and negative mention volume.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Run 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 social-originating CX moments and coordinate in real time with Comms, Legal, Risk, and CX leadership.
•Maintain and evolve the reactive playbook (macros, tone frameworks, QA rubrics, and scenario guides) and ensure Social Specialists are trained and performing above threshold.
•Route reactive feedback and structured signal capture from social interactions to Analytics, Voice of the Customer, Product, and Brand Social teams.
•Own reactive KPIs (time to acknowledgment/resolution, Social CSAT, in-channel resolution rate, negative mention volume, and sentiment recovery) and drive automation/deflection to reduce avoidable contacts.

Pay and Benefits

Salary: USD 130,900 annually

Equity and Bonus:Equity

Perks:MedicalDentalVision401k

Key Requirements

•5+ years in social support, digital CX, or community operations with direct ownership of SLAs, queue performance, and agent quality at scale.
•Lead incident/crisis response for public customer escalations such as outages, fraud events, or high-visibility complaint threads.
•Build and manage operating models across global, multi-vendor support teams with measurable performance outcomes (e.g., SLA attainment, CSAT improvement).
•Own KPI scorecards and translate operational signals and sentiment trends into executive-ready narratives and decisions.
•Working knowledge of enterprise social support platforms (Sprinklr, Khoros, Zendesk or equivalent) and AI-native support tools (chatbots, agent co-pilots, automation workflows).

Experience:5+ yearsSocial supportDigital CXCommunity operations

Languages:English

Tech Stack:SprinklrKhorosZendeskXRedditFacebookInstagramLinkedInApp StoresChatbotsAgent co-pilotAutomation workflowsGenerative AI

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

Website LinkedIn

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Coinbase

1 week ago

Senior Strategic Program Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Mid level

Key Responsibilities

•Run 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 social-originating CX moments and coordinate in real time with Comms, Legal, Risk, and CX leadership.
•Maintain and evolve the reactive playbook (macros, tone frameworks, QA rubrics, and scenario guides) and ensure Social Specialists are trained and performing above threshold.
•Route reactive feedback and structured signal capture from social interactions to Analytics, Voice of the Customer, Product, and Brand Social teams.
•Own reactive KPIs (time to acknowledgment/resolution, Social CSAT, in-channel resolution rate, negative mention volume, and sentiment recovery) and drive automation/deflection to reduce avoidable contacts.

Pay and Benefits

Salary: USD 130,900 annually

Equity and Bonus:Equity

Perks:MedicalDentalVision401k

Key Requirements

•5+ years in social support, digital CX, or community operations with direct ownership of SLAs, queue performance, and agent quality at scale.
•Lead incident/crisis response for public customer escalations such as outages, fraud events, or high-visibility complaint threads.
•Build and manage operating models across global, multi-vendor support teams with measurable performance outcomes (e.g., SLA attainment, CSAT improvement).
•Own KPI scorecards and translate operational signals and sentiment trends into executive-ready narratives and decisions.
•Working knowledge of enterprise social support platforms (Sprinklr, Khoros, Zendesk or equivalent) and AI-native support tools (chatbots, agent co-pilots, automation workflows).

Experience:5+ yearsSocial supportDigital CXCommunity operations

Languages:English

Tech Stack:SprinklrKhorosZendeskXRedditFacebookInstagramLinkedInApp StoresChatbotsAgent co-pilotAutomation workflowsGenerative AI

Company Brief

Coinbase

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

Website LinkedIn