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As a Complaints Analyst III on the Global Complaints team within Customer Experience, you'll own the end-to-end investigation and resolution of consumer, regulatory, and litigation support complaints, ensuring Coinbase delivers fair, timely, and compliant outcomes for every customer. This team handles escalated complaints across three units and partners with Legal, Compliance, and cross-functional stakeholders to protect customers and strengthen Coinbase's complaint handling standards. You'll lead complex investigations across all complaint pillars, drive quality through mentorship and process improvement, and use data to surface trends that inform operational decisions.
What you'll do:
- Own investigation and resolution of consumer, regulatory, and litigation support complaints across all pillars, gathering account data, transaction history, and customer communications to deliver accurate outcomes within SLA timelines.
- Lead complex and escalated cases requiring cross-functional coordination with Legal, Compliance, Payments Risk, and EDD teams, applying independent judgment to determine resolution paths and escalation decisions.
- Support the legal team by researching complex customer issues, analyzing evidence, and preparing documentation for litigation matters.
- Drive quality improvements by mentoring junior analysts, participating in calibration sessions, and applying QC feedback to maintain consistently high quality scores across the function.
- Identify recurring complaint patterns and process gaps, using data to compile trend analyses and recommend actionable improvements to Complaints leadership.
Required Skills and Experience:
- 3+ years of experience in complaints handling, customer service, or compliance within financial services, crypto, fintech, or a regulated industry, with demonstrated ability to resolve complex, multi-stakeholder cases independently.
- Proven written communication skills for drafting complaint responses, investigation narratives, and litigation support documentation that meet regulatory and quality standards.
- Experience managing a high-volume caseload across multiple complaint types (consumer, regulatory, litigation) while consistently meeting SLA and quality targets.
- Working knowledge of complaint handling regulations and frameworks (e.g., FCA, MAS, CFPB, or CBI requirements) with the ability to apply company policies and regulatory requirements to case investigations.
- Full-time, in-office presence with availability to work defined shift patterns as required by the business.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
P74727
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
Annual base salary range (excluding equity and bonus):
€53.865—€56.700 EUR
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
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- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.