Social Support Specialist I

ABOUT THE ROLE Coinbase is on a mission to increase economic freedom by building the most trusted and accessible financial platform in the world. As a Social Support Specialist I on the Customer Experience team, you will be the first point of contact for our users across X, Instagram, and Facebook, ensuring that every interaction reflects our brand values and commitment to security. You will work within a 24/7 rolling roster, handling high‑volume direct messages and public comments while maintaining brand safety through a Shift Monitor approval process. Your work will directly influence user satisfaction, product adoption, and the overall perception of Coinbase in the public eye. WHAT YOU'LL DO You will own the end‑to‑end resolution of inbound DMs, authenticating users, troubleshooting issues, and routing cases into internal workflows. You will draft concise, platform‑appropriate public replies and mentions, then submit them for Shift Monitor approval to preserve brand integrity. You will investigate root causes of customer problems, track cases accurately, and elevate PR‑sensitive concerns following established playbooks. You will educate customers on Coinbase products, features, and crypto best practices, guiding them toward services that fit their needs. You will triage social volume by risk and visibility using dashboards and SLAs, prioritizing work to meet response time targets across all channels. WHAT YOU'LL NEED You have at least two years of experience in public social support, community management, or social CX within a regulated or high‑visibility industry such as fintech, financial services, or crypto. You demonstrate the ability to manage customers across DMs, public replies, and mentions with high judgment and concise written communication tailored for short‑form social content. You are proficient in triaging social volume by risk and visibility, moving conversations to DM when necessary, and managing cases end‑to‑end within SLA‑driven workflows. You are comfortable using social engagement platforms like Sprinklr, ticketing systems such as Salesforce Service Cloud or JIRA, and AI‑powered support tools, including copilots, chatbots, and workflow automation. You possess a foundational understanding of cryptocurrency concepts and are eager to deepen product knowledge in a fast‑moving regulatory and market environment. You use generative AI responsibly, maintaining human oversight to deliver business‑ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. WHY REMOTE Coinbase is a remote‑first organization that values flexibility and asynchronous collaboration. You will have the freedom to work from anywhere while staying connected with a distributed team through regular virtual huddles and quarterly in‑person “surge” sessions that bring the community together for intensive, focused work. The remote culture encourages a healthy work‑life balance, allowing you to structure your day around peak productivity times and personal commitments. BENEFITS You will receive comprehensive health coverage including medical, dental, and vision. Paid time off is generous, with a flexible vacation policy that supports rest and rejuvenation. A remote stipend is provided to help set up a productive home office. You will have access to a learning budget and career development resources to grow your skills and advance within Coinbase.