Coinbase

3 days ago

Social Support Specialist III

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Own end-to-end resolution of the highest-risk, highest-visibility cases across Coinbase’s public and private social channels, including VIP, HNWI, influencer, and executive escalations. Approve high-visibility public replies drafted by L1/L2 specialists to ensure tone, accuracy, and brand alignment. Monitor emerging risks in real time, route issues to the right partners, and lead shift monitoring to protect queue health and SLA performance.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Resolve the most complex, highest-visibility social support cases end to end across public and private channels, including VIP/HNWI, influencer, and executive escalations.
•Approve 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 Comms, Legal, Policy, or Incident teams with clear context and urgency.
•Lead shift monitoring by protecting queue health, preventing SLA misses, balancing workload, and serving 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.

Pay and Benefits

Salary: USD 83,215 - 97,900 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401k

Key Requirements

•4+ years in social media support, community management, or public-facing customer operations, including at least 2 years handling escalated or high-risk cases for a regulated company.
•Manage VIP or executive-level interactions with precision, discretion, and sound judgment under time pressure.
•Detect real-time risks and route issues cross-functionally, partnering with Legal, Comms, or Compliance teams during live incidents.
•Lead queue or shift operations, including workload balancing, SLA monitoring, and peer coaching in a high-volume environment.
•Use generative AI responsibly with human oversight to produce business-ready outputs and improve workflow efficiency, cost, and quality.

Experience:4+ yearsRegulated industryCustomer experience

Skills:DiscretionSound judgmentMentoringCross-functional collaborationRisk assessment

Languages:English

Tech Stack:Generative 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

3 days ago

Social Support Specialist III

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Resolve the most complex, highest-visibility social support cases end to end across public and private channels, including VIP/HNWI, influencer, and executive escalations.
•Approve 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 Comms, Legal, Policy, or Incident teams with clear context and urgency.
•Lead shift monitoring by protecting queue health, preventing SLA misses, balancing workload, and serving 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.

Pay and Benefits

Salary: USD 83,215 - 97,900 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401k

Key Requirements

•4+ years in social media support, community management, or public-facing customer operations, including at least 2 years handling escalated or high-risk cases for a regulated company.
•Manage VIP or executive-level interactions with precision, discretion, and sound judgment under time pressure.
•Detect real-time risks and route issues cross-functionally, partnering with Legal, Comms, or Compliance teams during live incidents.
•Lead queue or shift operations, including workload balancing, SLA monitoring, and peer coaching in a high-volume environment.
•Use generative AI responsibly with human oversight to produce business-ready outputs and improve workflow efficiency, cost, and quality.

Experience:4+ yearsRegulated industryCustomer experience

Skills:DiscretionSound judgmentMentoringCross-functional collaborationRisk assessment

Languages:English

Tech Stack:Generative 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