Social Support Specialist III

Coinbase Careers Page • $83K — $97K *
US-AnywhereRemote in United States
Business Services
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 4+ years in social media support, community management, or customer operations with high-risk case handling.
  • At least 2 years of experience with VIP or executive-level interactions.
  • Proven track record of real-time risk detection and cross-functional collaboration with Legal and Compliance.
  • Experience leading shift operations and monitoring service levels in a high-volume setting.
  • Ability to use generative AI responsibly to improve workflow and service quality.

Responsibilities

  • Own resolution of high-risk and high-visibility customer cases across social channels.
  • Approve high-visibility public replies for tone and brand alignment before publication.
  • Detect and assess emerging risks, providing context for escalation to relevant teams.
  • Lead shift operations, ensuring queue health and balanced workload.
  • Mentor and raise the quality standards of the social support team through coaching and skill development.

Benefits

  • Medical, dental, and vision insurance.
  • 401(k) retirement plan options.
  • Potential equity and bonus eligibility.
Full Job Description
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)).

Annual base salary range (excluding equity and bonus):

$83,215-$97,900 USD

  • Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.

About Coinbase Careers Page

Coinbase Careers Page

There has never been a better time to join the global team of Coinbase professionals, a leading force in the cryptocurrency industry and a hub for innovation and growth.

Work You’ll Do

Join Coinbase's market-leading team to assist some of the most innovative companies and individuals in mastering the digital currency landscape. Transform financial transactions and systems with the best minds at Coinbase, where leadership in technology and consulting converges to drive digital innovation. Lead from a unique position in the marketplace, at the intersection of technology, financial expertise, and digital innovation. Work with a global team of business and technology advisors to help clients and the company navigate through the evolving world of digital currencies. Collaborate with a dedicated group of professionals who are experts in blockchain technology and cryptocurrency – all committed to advancing the industry.

Introducing the Coinbase Professional Growth and Development Initiative

The initiative is building a market-leading team to help some of the most well-known companies and professionals master their financial digital transformation journey with Coinbase.

Do Innovative Work

Join a dedicated group of experts at the forefront of blockchain technology and digital currencies, where industry expertise meets digital innovation.

Drive Innovation

Deliver targeted solutions on the most trusted platforms through a depth and breadth of consulting experience and innovation that’s second to none.

Be Part of a Great Team

Work on a wide range of technology projects and harness the capabilities of a team known for its global scale and solution development.

Future-Proof Your Career

Advance your career with near-limitless opportunities in a company that offers unmatched training, development, and certification support.

Explore

Discover how Coinbase is leading the way in blockchain technology and cryptocurrency solutions, making financial systems more accessible and efficient.

The Coinbase Employment Experience

The combined service capabilities, global scale, and joint solution development help clients and employees overcome challenges and lead transformation in the financial industry. Clients and professionals around the globe look to Coinbase for new strategies and solutions to drive innovation and growth in the era of digital finance. Bringing together dedicated professionals, Coinbase empowers individuals to thrive in the era of digital disruption.

Stay Connected

Join the Team

Search open positions that match your skills and interests. The team looks for passionate, curious, creative, and solution-driven team players. SEARCH COINBASE JOBS

Keep Up to Date

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Learn more about Coinbase Careers Page
Industry
Finance & Insurance
* Ladders Estimates

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