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As a Complaints Analyst on the Global Complaints team within Customer Experience, you'll investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for Coinbase customers. The Global Complaints team is responsible for handling complaints end-to-end across three units, and you'll own assigned cases from intake through resolution, ensuring every customer receives a thorough, accurate, and timely response. This role is fully onsite at Coinbase's London office and requires working in the office five days per week.
What you'll do:
- Investigate and resolve assigned complaints by gathering account data, transaction history, and customer communications, delivering accurate responses within defined SLA timelines
- Maintain complete case records in Salesforce, including investigation notes, resolution rationale, and customer correspondence, and submit cases for QC review before closure
- Escalate complex or ambiguous cases to your Supervisor or Complaints Lead with clear documentation of the issue and your initial assessment
- Flag recurring complaint patterns or potential process gaps to leadership to support continuous improvement across the team
- Participate in calibration sessions, training, and nesting requirements to stay aligned on evolving quality standards and process updates
Required Skills and Experience:
- 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
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
PID: P77176
#LI-Onsite
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).
- 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.
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