Easy Apply
Easy Apply
Own resolution of highest-visibility social support cases (VIP, HNWI, influencers), approve public replies, detect and escalate live risks to Comms/Legal/Policy, lead shift and queue operations, mentor peers, and raise quality and judgment across social channels to protect brand and SLA performance.
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
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.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
Coinbase New York, New York, USA Office
Coinbase New York Office
New York, New York, United States
Similar Jobs at Coinbase
.png)
Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
Lead regional launch readiness and localization for product and policy launches across APAC, EMEA, and the Americas. Monitor and prioritize region-specific CX friction, partner with Product/Engineering/Compliance/Operations to adapt programs, produce regional SLA reports, and represent regional customers in global forums to ensure compliant, locally optimized experiences.
Top Skills:
Generative Ai
Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
Lead end-to-end ML systems for identity verification, including document authenticity, face match, liveness and deepfake detection. Build GNN-based identity graphs, behavioral/device-intelligence models, vendor benchmarking/evaluation, and production enforcement. Mentor engineers and align ML architecture with Product, Compliance, Risk, and Security stakeholders.
Top Skills:
Computer Vision/BiometricsGenerative AiGraph Neural Networks (Gnns)LlmsModel Serving InfrastructureNlpPythonPyTorchSequence ModelsTensorFlow
Artificial Intelligence • Blockchain • Fintech • Financial Services • Cryptocurrency • NFT • Web3
Design, build, and operate the GraphQL API platform that routes high-volume traffic. Deliver end-to-end projects, improve reliability and performance, own SLOs and incident response, mentor engineers, and collaborate with product teams to evolve platform APIs and tooling.
Top Skills:
Api PlatformsCachingGenerative AiGoGraphQLJavaMicroservicesObservability
What you need to know about the NYC Tech Scene
As the undisputed financial capital of the world, New York City is an epicenter of startup funding activity. The city has a thriving fintech scene and is a major player in verticals ranging from AI to biotech, cybersecurity and digital media. It also has universities like NYU, Columbia and Cornell Tech attracting students and researchers from across the globe, providing the ecosystem with a constant influx of world-class talent. And its East Coast location and three international airports make it a perfect spot for European companies establishing a foothold in the United States.
Key Facts About NYC Tech
- Number of Tech Workers: 549,200; 6% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Capgemini, Bloomberg, IBM, Spotify
- Key Industries: Artificial intelligence, Fintech
- Funding Landscape: $25.5 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Greycroft, Thrive Capital, Union Square Ventures, FirstMark Capital, Tiger Global Management, Tribeca Venture Partners, Insight Partners, Two Sigma Ventures
- Research Centers and Universities: Columbia University, New York University, Fordham University, CUNY, AI Now Institute, Flatiron Institute, C.N. Yang Institute for Theoretical Physics, NASA Space Radiation Laboratory
