Complaints Analyst III

Details

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a candidate who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark, who relishes the pressure and privilege of working with high-caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

The Global Complaints team is divided into three units — Consumer Complaints, Regulatory Complaints and Litigation Support. Each unit is made up of L2/L3 complaints analysts responsible for production work: accurately reviewing and responding to complaints within service levels and providing investigation notes and observations to the CX Legal Team when needed.

Responsibilities

• Provide support for Coinbase customers who submitted complaints via various channels by investigating, troubleshooting and responding to complaints; gather and document customer issues and resolutions efficiently.
• Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations; resolve complex escalations with minimal guidance using available tools.
• Communicate tactically and empathetically with internal and external stakeholders.
• Set a high bar for support analysts through performance and work ethic; act as a Subject Matter Expert (SME) and take ownership of processes.
• Provide comprehensive support for consumer complaints across all pillars, spearheading investigations across channels.
• Identify gaps in processes and propose actionable improvements to enhance efficiency.
• Lead efforts to streamline operations and boost productivity; shape and optimize internal processes.
• Represent the voice of the customer by relaying complaint feedback to internal teams and Complaints leadership to drive changes across workflows, policies and tools.
• Assist the legal team in researching complex issues concerning customers and analyze evidence.
• Organize and manage documents; handle data expertly.
• Use data to compile visualizations that highlight complaint trends and demographic insights.
• Communicate information confidently to audiences at all levels, internally and externally.
• Thrive in a dynamic, fast-paced environment; demonstrate flexibility, continuous learning, and adaptability.

Requirements

• Motivated by Coinbase’s mission and focused on creating a seamless support experience for a global customer base.
• Must work in a defined shift as required by the business.
• Must work in the office as and when required by the business (role is remote-first but requires in-person participation throughout the year).
• Background in compliance, regulatory, fraud, disputes, legal, or litigation preferred/accepted for Complaints Analysts.
• Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal or tech industry.
• Experience with multiple support channels including voice, e-mail, and chat.
• Curiosity to chase problems to root cause and willingness to investigate unusual issues.
• Flexible and adaptable to the evolving needs of a high-growth, fast-paced organization.
• Excellent communication skills to present information globally across departments and stakeholders.
• Ability to execute under pressure and meet tight timelines while juggling multiple projects.
• Highest level of accuracy, superb attention to detail, and excellent proofreading skills.
• Proficiency in both English and French (read, write, and speak) — essential to serve customers in both languages and handle regulatory complaints.

Nice to haves

• Experience in project management, analytics and/or vendor management.
• Advanced degree in Business, Finance, or Customer Experience (CX) preferred but not mandatory.
• Advanced understanding of Google apps, JIRA, and Salesforce Service Cloud.
• Experience working with and partnering with external outsource business partners.
• Intermediate+ knowledge of Coinbase’s products and services, the crypto ecosystem, and regulations impacting Web3 and cryptocurrency. Familiarity with blockchain fundamentals and DeFi use cases is desirable.

Compensation & Logistics

• Position ID: P72333
• #LI-Remote
• Pay Range: €60,000 — €60,000 EUR (target annual salary). Full-time offers may include target bonus, target equity and benefits.
• Candidates may submit a maximum of four applications within any 30-day period.

Other notes

• Coinbase is an Equal Opportunity Employer and will consider qualified applicants without regard to protected characteristics. Coinbase also provides reasonable accommodations for applicants with disabilities.
• Depending on location, GDPR and CCPA may apply to applicant data processing. By submitting your application you agree to the processing described in Coinbase’s notices. Coinbase may pilot AI tools for initial screening or interview intelligence in select roles; a human recruiter will review interview responses.