Head of Social Media Strategy & Support - US Remote

Head of Social Media Support Programs - US Remote

Coinbase is seeking a Head of Social Media Support Programs to lead world-class social support across platforms such as Reddit, X, and LinkedIn. This role sits within the Global Customer Success & Trust organization and collaborates closely with Communications to ensure coordinated, credible, and values-driven public messaging. In-person participation is required throughout the year with team and company-wide offsites. The Coinbase Customer Experience (CX) organization aims to provide trusted, value-added customer support in crypto. This role is ideal for someone who thrives in high-visibility, high-stakes environments and views every customer interaction as an opportunity to reinforce Coinbase’s mission.

What you'll be doing

• Build and lead a high-performance social support program across Reddit, X, LinkedIn, and adjacent channels—meeting 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 messaging—becoming a credible, authoritative voice on Coinbase’s support experiences.

What we look for in you

Nice to haves

Pay Transparency Notice : Depending on your work location, the target annual salary for this position can range as detailed below. Full-time offers include target bonus, target equity, and benefits (medical, dental, vision, and 401(k)).

Pay Range : $157,590 USD - $185,400 USD

Commitment to Equal Opportunity : Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, disability, veteran status, sex, gender identity or expression, sexual orientation, or any other legally protected characteristic. Coinbase will also consider qualified applicants with criminal histories in a manner consistent with applicable laws. For US applicants, Employee Rights and Know Your Rights notices are available, and Coinbase participates in E-Verify where required by law. Coinbase is committed to providing reasonable accommodations to individuals with disabilities in the employment process. Please contact with your request.

Global Data Privacy Notice for Job Candidates and Applicants : Depending on location, GDPR and CCPA may regulate data handling in the application process. By submitting your application, you consent to the processing of your data as described in Coinbase's notice. For US applicants, submitting your application may involve arbitration of disputes as outlined in Coinbase's notices.

AI Disclosure : Coinbase is piloting AI tools for screening interviews and transcription / summary of interview notes for select roles. A human recruiter will review responses. These pilots are for testing purposes and Coinbase will not use AI to make hiring decisions. If you need accommodations due to disability, please contact

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