Coinbase23 days ago
Senior Manager по социальной поддержке
Salary not specified
MARKET
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Remote - USA
Responsibilities
- 01Champion Coinbase’s Global Social Support/Social Care strategies
- 02Define roadmaps/playbooks/voice/tone of global social support programs
- 03Present strategic recommendations and data-driven insights directly to COO and CEO
- 04Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent channels
- 05Define global Crisis Management playbooks and workflows
- 06Manage crisis responses including data-breach communications, scam advisories, and trust building post-incident
- 07Elevate real-time social listening, triage, and resolution for account issues, verification struggles, fraud attempts, and service frustrations
- 08Host cross-functional collaboration with Fraud, Product, Trust & Safety, and Engineering
- 09Oversee escalation workflows including human handoffs from AI to expert responders
- 10Work with operations to develop clear social channel support policies, SLA frameworks, and performance tracking dashboards
- 11Champion clarity, calm, and trust in public messaging
Requirements
- 016+ years leading social programs in high-growth tech, fintech, or crypto
- 02Proven track record managing high-volume social support environments with strong public visibility
- 03Rich experience presenting to C-suite executives and influencing senior cross-functional stakeholders
- 04Experience partnering with Comms, PR, or brand teams on shared messaging in moments of crisis
- 05Deep understanding of AI + human support workflows
- 06Comfortable being on point for high-stakes, real-time events and shaping the narrative under pressure
- 07Data-driven, outcome-oriented, and able to present insights at the executive level
- 08Solid understanding of crypto industry challenges
- 09Aligned with mission of increasing economic freedom
- 10Excellent organization and project management skills in a fast-moving environment
What we offer
- 01Base salary range: $201,365 - $236,900 USD
- 02Remote-first company with quarterly in-person working sessions
- 03Total compensation includes equity and bonus eligibility
- 04Benefits: medical, dental, vision, 401(k)