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.
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.
Annual base salary range (excluding bonus): ₱638,600—₱638,600 PHP
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