Social Support Specialist III

About the Role

As a Social Support Specialist III on the Customer Experience team, you'll own the most complex, highest-visibility customer interactions across Coinbase's public and private social channels. You'll handle VIP, HNWI, influencer, and executive-level cases end to end, serve as the final quality gate for public replies drafted by L1 and L2 specialists, and act as the shift-monitor lead protecting queue health and SLA performance. This is a senior IC role where your judgment directly shapes how the world perceives Coinbase in real time.

What you'll do

• Own end-to-end resolution of the highest-risk and highest-visibility cases across public and private social channels, including VIP, HNWI, influencer, and executive-level escalations.
• Serve as the final approver for high-visibility public replies drafted by L1 and L2 specialists, ensuring tone, accuracy, and brand alignment before publication.
• Detect emerging risks in real time, assess severity, and route issues to the appropriate partners (Comms, Legal, Policy, or Incident teams) with clear context and urgency framing.
• Lead shift-monitor operations by protecting queue health, preventing SLA misses, balancing workload across the team, and acting as the first point of contact for peer escalations.
• Raise the quality bar across the social support team through consistent mentoring, calibration of tone and judgment, and modeling best-in-class public communication.

Required Skills and Experience

• 4+ years in social media support, community management, or public-facing customer operations, with at least 2 years handling escalated or high-risk cases for a regulated company.
• Proven ability to manage VIP or executive-level interactions with precision, discretion, and sound judgment under time pressure.
• Track record of real-time risk detection and cross-functional routing, including demonstrated experience partnering with Legal, Comms, or Compliance teams during live incidents.
• Experience leading queue or shift operations, including workload balancing, SLA monitoring, and peer coaching in a high-volume environment.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Pay Transparency Notice

Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)). Annual base salary range (excluding equity and bonus): $83,215 — $97,900 USD.