Role overview

As a Complaints Analyst III on Coinbase’s Global Complaints team, you will investigate and resolve consumer, regulatory, and litigation support complaints to ensure fair outcomes for customers. You’ll own cases from initial intake through final resolution, working within a customer experience function at a company committed to increasing economic freedom in finance.

Key responsibilities

Investigate and resolve assigned complaints by collecting account data, transaction history, and customer communications, delivering responses that meet defined service level agreements.
Maintain complete and accurate case records in Salesforce, documenting investigation notes, resolution rationale, and all customer correspondence before submitting cases for quality control review.
Escalate complex or unclear cases to your supervisor or complaints lead, providing clear documentation of the issue and your preliminary findings.
Identify recurring complaint patterns or potential process gaps and report these to leadership to support ongoing team improvements.
Participate in calibration sessions, training, and quality assurance requirements to remain aligned on evolving standards and process updates.
Apply generative AI tools responsibly while maintaining human oversight to deliver business-ready outputs and improve workflow efficiency, cost, and quality.

Requirements

Between one and two years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or another regulated industry.
Demonstrated ability to write clear, accurate responses to customer complaints and experience applying documented procedures and escalation protocols in structured environments.
Proven track record of meeting service level agreements and quality targets while handling high volumes of cases subject to quality control review.
Fluency in English across reading, writing, and speaking, with availability to work defined shift patterns as needed.
Ability to use generative AI responsibly, maintaining appropriate human oversight to ensure business-quality outputs.

What makes this role worth considering

Coinbase operates as a remote-first workplace with quarterly in-person collaboration sessions, providing flexibility while maintaining team connection. The complaints team handles cases across multiple units, offering exposure to diverse complaint types and regulatory considerations within the financial services sector.