Complaints Analyst III

coinbase· 27 open roles

Location TBD On-siteFull-timeYesterday

Salary

Undisclosed

Experience

Mid

Job Type

Full-time

Posted

Yesterday

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About This RoleAI processing…

Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase .

Key Responsibilities

1
Investigate and resolve assigned complaints by gathering account data, transaction history, and customer communications, delivering accurate responses within defined SLA timelines
2
Maintain complete case records in Salesforce, including investigation notes, resolution rationale, and customer correspondence, and submit cases for QC review before closure
3
Escalate complex or ambiguous cases to your Supervisor or Complaints Lead with clear documentation of the issue and your initial assessment
4
Flag recurring complaint patterns or potential process gaps to leadership to support continuous improvement across the team
5
Participate in calibration sessions, training, and nesting requirements to stay aligned on evolving quality standards and process updates

Requirements

1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry
Demonstrated ability to draft clear, accurate written responses to customer complaints, with experience applying documented procedures and escalation paths in a structured environment
Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment
Proficiency in English (reading, writing, and speaking) with the ability to work defined shift patterns as required by the business
Professional-level fluency in French (reading, writing, and speaking) with the ability to investigate and respond to complaints from French-speaking customers
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Perks & Benefits

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.

US Applicants: View Employee Rights , Know Your Rights , and E-Verify Notice of Participation.

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 .