Role overview

As a Complaints Analyst III with Coinbase’s Global Complaints team, you will investigate and resolve consumer, regulatory, and litigation support complaints to ensure fair outcomes for customers. You’ll manage cases from intake through resolution, working within a customer experience function at a company focused on expanding economic freedom through cryptocurrency and blockchain technology.

Key responsibilities

Investigate and resolve assigned complaints by collecting account data, transaction history, and customer communications, delivering accurate responses within established SLA timelines.
Maintain comprehensive case records in Salesforce, documenting investigation notes, resolution reasoning, and all customer correspondence before submitting cases for quality control review.
Escalate complex or unclear cases to your Supervisor or Complaints Lead with thorough documentation of the issue and your initial assessment.
Monitor complaint patterns and identify potential process gaps, flagging these findings to leadership to drive continuous improvement across the team.
Participate in calibration sessions, training programs, and nesting activities to remain aligned on quality standards and process changes.
Use generative AI responsibly as a workflow tool while maintaining human oversight to produce business-ready outputs and improve efficiency and quality.

Requirements

One to two years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry.
Ability to write clear, accurate responses to customer complaints using documented procedures and established escalation pathways in a structured environment.
Demonstrated success meeting SLA and quality targets in high-volume, quality-reviewed production settings.
Fluent English proficiency in reading, writing, and speaking, with capability to work defined shift patterns as required.

What makes this role worth considering

This is a remote position based in Australia, though Coinbase operates as a remote-first company with quarterly in-person working sessions. You’ll join a high-performing team with an intense, ambitious culture that values people committed to pushing beyond their perceived limits rather than accepting “good enough” outcomes.