Social Support Specialist / Customer Support

🌱 Responsibilities:
1️⃣ Own end-to-end resolution of inbound DMs across X, Instagram, and Facebook, including authentication, troubleshooting, and routing into internal workflows.
2️⃣ Draft and submit public-facing replies and mentions for Shift Monitor approval, maintaining a consistent, platform-appropriate brand voice in every interaction.
3️⃣ Investigate and resolve customer issues by identifying root causes, tracking cases accurately, and escalating PR-sensitive concerns per established playbooks.
4️⃣ Educate customers on Coinbase products, features, and crypto best practices, guiding them to unlock services that match their unique profile.
5️⃣ Triage inbound social volume by risk and visibility using dashboards and SLAs, prioritizing work to meet response time targets across all channels.

🌵 Requirements:
1️⃣ 2+ years in public social support, community management, or social CX in a regulated or high-visibility industry (fintech, financial services, crypto).
2️⃣ Demonstrated ability to handle customers across DMs, public replies, and mentions with proven high-judgment, concise written communication adapted for short-form social content.
3️⃣ Hands-on experience triaging social volume by risk and visibility, moving conversations to DM when needed, and managing cases end-to-end within SLA-driven workflows.
4️⃣ Working proficiency with social engagement platforms (e.g., Sprinklr), ticketing systems (e.g., Salesforce Service Cloud, JIRA), and LLM/AI-powered support tools (copilots, chatbots, workflow automation).
5️⃣ Familiarity with cryptocurrency concepts and willingness to develop deep product knowledge in a fast-changing regulatory and market environment.
6️⃣ Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

📷 Apply:
https://www.coinbase.com/careers/positions/8147657?gh_jid=8147657