Customer Support • Lead

Who you are

You are a seasoned leader with extensive experience in customer support, particularly in social media environments. You thrive in high-pressure situations and are passionate about the mission of increasing economic freedom through innovative financial solutions. You believe in the transformative power of crypto and blockchain technology and are eager to make a significant impact in the industry. You possess strong leadership skills and are adept at building and managing high-performing teams that deliver exceptional customer experiences. You actively seek feedback and are committed to personal and professional growth, always looking for ways to improve yourself and your team.

Desirable

Experience in the cryptocurrency or fintech industry is a plus, as is familiarity with AI tools that enhance customer support processes. You have a track record of successfully implementing strategies that improve customer engagement and satisfaction. You are comfortable working in a fast-paced, dynamic environment and can adapt to changing priorities while maintaining a focus on delivering results.

What you'll do

As the Head of Social Media Support at Coinbase, you will be responsible for building and leading the teams that provide world-class social support to our customers. You will develop and implement strategies to enhance customer engagement through social media channels, ensuring that our support is fast, empathetic, secure, and proactive. You will collaborate closely with other departments to align social support initiatives with the overall company mission and goals. Your role will involve analyzing customer feedback and support metrics to identify areas for improvement and drive continuous enhancement of our social support services. You will also be responsible for fostering a culture of collaboration and excellence within your team, encouraging innovation and the sharing of best practices.

What we offer

At Coinbase, we offer a unique opportunity to be part of a mission-driven organization that is shaping the future of finance. You will work alongside talented colleagues who are equally passionate about making a difference in the world. We provide a supportive work environment that encourages professional development and growth. While many roles at Coinbase are remote-first, we value in-person collaboration and hold team and company-wide offsites throughout the year to strengthen connections and alignment. We believe in the importance of work-life balance and offer flexible working arrangements to support our employees' needs.