Social Support Specialist I

Job details

Work model

Remote

Salary

Conflicting source ranges

Location

Manila, Philippines

What the role asks for

Parsed by MeritLog from the employer’s own posting. The full description follows below.

Job description

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase. As an L1 Social Support Specialist on the Customer Experience team, you'll serve as the frontline voice of Coinbase across our core social platforms. This role owns high-volume, real-time customer engagement via X (Twitter), Instagram, and Facebook, ensuring every customer feels heard while maintaining brand safety through moderated public responses. You'll operate on a 24/7 rolling roster, handling DMs independently and routing public replies through Shift Monitor approval to protect brand integrity at scale. What you'll do: • Own end-to-end resolution of inbound DMs across X, Instagram, and Facebook, including authentication, troubleshooting, and routing into internal workflows. • Draft and submit public-facing replies and mentions for Shift Monitor approval, maintaining a consistent, platform-appropriate brand voice in every interaction. • Investigate and resolve customer issues by identifying root causes, tracking cases accurately, and escalating PR-sensitive concerns per established playbooks. • Educate customers on Coinbase products, features, and crypto best practices, guiding them to unlock services that match their unique profile. • Triage inbound social volume by risk and visibility using dashboards and SLAs, prioritizing work to meet response time targets across all channels. Required Skills and Experience: • 2+ years in public social support, community management, or social CX in a regulated or high-visibility industry (fintech, financial services, crypto). • Demonstrated ability to handle customers across DMs, public replies, and mentions with proven high-judgment, concise written communication adapted for short-form social content. • 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. • 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). • Familiarity with cryptocurrency concepts and willingness to develop deep product knowledge in a fast-changing regulatory and market environment. • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. P77605 Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding bonus): ₱638,600-₱638,600 PHP • Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period. • Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws. • US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation. • Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial. • Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.