Social Support Agent I

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 helping manage social case queues.
• Knowledge of or experience with authentication technology related to end-to-end case handling in social media channels.

Requirements: 

• 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.

Position ID: GCX-CSSA01PH-Q126