Social Support Specialist I

Coinbase is a leading cryptocurrency exchange and blockchain platform built on the mission of increasing economic freedom globally. The company serves millions of users and operates with an intense, high-performing culture where excellence is non-negotiable. Coinbase maintains a remote-first structure with quarterly in-person "surge" sessions for focused collaborative work.

The Customer Experience team is seeking a Social Support Specialist I to join their Manila-based operations. In this role, you will be the voice of Coinbase to customers, handling inquiries across multiple channels and ensuring every interaction reflects the company's commitment to quality service.

What you'll do

• Respond to customer support inquiries through social channels, email, and other communication platforms with professionalism and efficiency
• Investigate and resolve customer issues related to account access, transactions, technical problems, and general product questions
• Escalate complex or sensitive cases to appropriate teams while maintaining clear documentation
• Monitor social media conversations and community discussions to identify customer needs and feedback patterns
• Collaborate with internal teams to relay customer insights that inform product improvements
• Use generative AI tools and copilots (such as LibreChat, Gemini, and Glean) to enhance productivity while maintaining accuracy through human review and oversight
• Continuously adapt to evolving AI tools and workflows to drive measurable improvements in response time, resolution quality, and operational efficiency

What you'll bring

• Strong written and verbal communication skills with the ability to explain complex blockchain and cryptocurrency concepts clearly to non-technical users
• Demonstrated proficiency with generative AI tools and a commitment to applying human-in-the-loop practices to ensure business-ready quality
• Customer service experience with a track record of maintaining high satisfaction ratings
• Problem-solving mindset with the ability to think critically and stay calm under pressure
• Ability to work in a fast-paced, high-expectation environment and embrace continuous learning
• Familiarity with cryptocurrency, blockchain technology, or financial services is a plus
• Flexibility to work in Manila-based hours with occasional participation in quarterly in-person surge sessions