Social Media Customer Service

What you’ll be doing (ie. job duties):

• Provide exceptional support across social platforms (Twitter, Reddit, Instagram, Facebook, LinkedIn), addressing private and public inquiries.
• Investigate, troubleshoot, and resolve customer issues efficiently while adhering to Coinbase’s transparency standards.
• Act as a trusted advisor by listening, empathizing, and advocating for customer needs through accurate issue tracking and proactive feedback.
• Take ownership of social cases, identify root causes, and escalate PR-sensitive concerns as needed.
• Educate customers on product features and best practices while setting clear expectations to minimize their effort.
• Lead by example, maintaining high performance and professionalism that align with Coinbase’s mission and values.
• Develop a deep understanding of Coinbase products and ongoing changes in the macro crypto environment so you can guide customers to navigate the quickly moving and ever changing crypto world and unlock additional features, services, and products that benefit their unique profile.

What we look for in you (ie. job requirements):

• This role requires full-time, in-office presence at our Fort Bonifacio location in Metro Manila, five days a week.
• Willingness to work nights and weekends to support the 24/7 nature of cryptocurrency markets.
• Motivated by Coinbase’s mission and creating a seamless experience for our highest value customers.
• Minimum of 2 years of relevant experience in a Social Media support role in a fast paced environment including working with high value customers.
• Basic knowledge of blockchain, web3, staking, ROI/staking rewards, self-custody, and/or crypto.
• Flexible and adaptable to meet the evolving needs of a high-growth and fast paced organization.
• Fantastic communication and relationship management skills, passion for assisting customers to use Coinbase products successfully, and an eagerness to create a community of high value Coinbase power users.

Nice to haves:

• Experience at crypto exchanges or in financial services, ideally in payments, trading operations or technical support.
• High level of proficiency in cryptocurrency and Coinbase products
• Experience in training and/or quality auditor roles
• Experience in Banking, Wealth Management, Corporate Finance, Asset Management or FinTech
• Understanding of Sprinklr, Google apps, JIRA, Salesforce Service Cloud, or Amazon Connect.