CoinbaseНовая18 часов назад

Social Support Senior Manager

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Remote - USA

Навыки

Social listening/triage tools: Sprinklr, Salesforce, Amazon Connect

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

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