Social Support Agent I

Ready to be pushed beyond what you think you’re capable of? At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems. Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. The Coinbase Social Media Support team serves as the frontline voice of the company, assisting customers who reach out through platforms like Facebook, Instagram, Twitter, Reddit, and LinkedIn, both publicly and through private messages. Our role is critical for managing real-time, high-visibility customer interactions, requiring speed, accuracy, and a consistent, on-brand voice and tone to ensure professional communication and maintain overall brand sentiment. What you’ll be doing (ie. job duties): Deliver timely, accurate, and on-brand support across all social media platforms ( Facebook, Instagram, Twitter, Reddit, and LinkedIn). Effectively manage both public and private customer inquiries, including de-escalating issues, to ensure a positive customer experience. Collaborate closely with key cross-functional partners, such as the Executive Escalations Team, Product Managers, and the Corporate Communications Team, to ensure accurate and aligned information is shared. Utilize a variety of social media management and engagement tools (including Sprinklr and Social Media Native accesses) and case management systems to track, respond to, and resolve customer concerns. Contribute to identifying trends and insights from customer interactions to support continuous improvements in processes and tools. What we look for in you (ie. job requirements): Mastery of Voice and Tone: Proven ability to communicate clearly, accurately, and on-brand across both public and private social media channels. Customer Resolution Skills: Demonstrated ability to manage both routine and complex, high-visibility customer scenarios, ensuring effective issue resolution. Operational Excellence: Consistent performance in both quality and efficiency, with the ability to quickly understand Coinbase processes and achieve full proficiency in internal tools and systems. Collaboration: Intermediate-level skills in cross-functional collaboration and the ability to partner effectively with teams like Executive Escalations and Corporate Communications. Working AI Knowledge : Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality. Nice to haves: Experience with advanced social media management and engagement tools, such as Sprinklr. Familiarity with real-time engagement and sentiment monitoring. Prior experience acting as a Subject Matter Expert (SME) or taking on greater ownership, such as supporting shift monitoring tasks or he ... (truncated, view full listing at source)