Job Details

Ready to be pushed beyond what you think you're capable of? At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging on?chain platform and the future global financial system.

We are seeking a candidate who is passionate about our mission and believes in the power of crypto and blockchain technology to overhaul the financial system. We want someone eager to leave their mark on the world, who relishes the pressure and privilege of working with high?caliber colleagues, and who actively seeks feedback to keep leveling up. The role is intense and not for everyone, but if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.

While many roles at Coinbase are remote?first, we are not remote?only. In?person participation is required throughout the year. Team and company?wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

What youll be doing

• Build and lead a high?performance social support program across Reddit, X, LinkedIn, and adjacent channelsmeeting users where they are.
• Elevate real?time social listening, triage, and resolution for account issues, verification struggles, fraud attempts, and service frustrations.
• Host cross?functional collaboration with Fraud, Product, Trust & Safety, and Engineering to rapidly address root issues and invest in prevention.
• Oversee escalation workflows, including human handoffs from AI to expert responders, to eliminate chatbot loops and ensure customer empathy and effectiveness.
• Work with operations to develop clear social channel support policies, SLA frameworks, and performance tracking dashboards that drive accountability.
• Manage crisis responses, including data?breach communications, scam advisories, and trust?building post?incident.
• Champion clarity, calm, and trust in public messagingbecoming a credible, authoritative voice on Coinbases support experiences.

What we look for in you

• Deep connectivity in / understanding of the crypto ecosystem.
• 6+ years leading social programs, ideally in high?growth tech, fintech, or crypto industry.
• Proven track record managing high?volume social support environments with strong public visibility.
• Experience partnering with Comms, PR, or brand teams on shared messaging in moments of crisis.
• Deep understanding of AI + human support workflows.
• Comfortable being "on point" for high?stakes, real?time events and shaping the narrative under pressure.
• Data?driven, outcome?oriented, and able to present insights at the executive level.
• Crypto?curious and aligned with our mission of increasing economic freedom.

Nice to haves

• Experience in regulated industries or with government/press scrutiny.
• Background in crisis comms, incident response, or risk management.
• Familiarity with social listening/triage tools (Sprinklr, Salesforce, Amazon Connect, etc.).

Pay Range
$157,590$185,400 USD
Full?time offers include bonus eligibility, equity eligibility, and benefits (including medical, dental, vision, and 401(k)).

Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations Data Privacy Notice for Job Candidates and Applicants.

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available Disclosure.

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.

To request a reasonable accommodation due to disability, please contact accommodations(at)coinbase.com