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.

Serve as senior relationship owner for high-value Coinbase customers: manage complex escalations end-to-end, drive onboarding and product adoption, mentor junior agents, surface feedback and trends to improve processes, and partner cross-functionally to deliver measurable improvements in satisfaction, retention, and product use.