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 manage assigned cases from initial intake through final resolution, working within the Customer Experience department at the company’s London office on a fully onsite basis, five days per week.

Key responsibilities

Investigate and resolve assigned complaints by collecting account data, transaction history, and customer communications, and deliver accurate responses that meet defined SLA timelines.
Create and maintain complete case records in Salesforce, documenting investigation notes, resolution rationale, and all customer correspondence before submitting cases for quality control review.
Escalate complex or ambiguous cases to your Supervisor or Complaints Lead with thorough documentation of the issue and your initial findings.
Identify and flag recurring complaint patterns or potential process gaps to leadership to support continuous improvement initiatives across the team.
Participate in calibration sessions, training, and required nesting activities to remain aligned on evolving quality standards and process updates.
Utilize generative AI responsibly while maintaining human oversight to produce business-ready outputs that improve workflow efficiency, reduce costs, and enhance quality.

Requirements

One to two years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry.
Demonstrated ability to write clear, accurate responses to customer complaints with experience applying documented procedures and escalation paths in a structured environment.
Proven track record of meeting SLA and quality targets in a high-volume, quality-controlled production environment.
Proficiency in English for reading, writing, and speaking, with the ability to work defined shift patterns as required by the business.
Responsible use of generative AI tools, maintaining appropriate human oversight to deliver effective business outcomes.

What makes this role worth considering

Coinbase is a remote-first company culture that brings teams together for intensive quarterly in-person working sessions called “surges,” fostering collaboration among people committed to building the future of finance. The London office environment emphasizes high standards and pushing beyond perceived limits as part of a mission to increase economic freedom.