Role overview

As a Complaints Analyst III with Coinbase’s Global Complaints team, you will investigate and resolve customer complaints, regulatory matters, and litigation support cases. You’ll manage cases from initial intake through final resolution, ensuring customers receive fair, thorough, and timely outcomes while maintaining high quality standards.

Key responsibilities

Investigate assigned complaints by collecting account data, transaction records, and customer communications, then deliver accurate responses that meet established SLA timelines.
Create and maintain detailed 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 preliminary assessment.
Identify recurring complaint patterns and potential process gaps, communicating these findings to leadership to drive continuous improvement within the team.
Participate in calibration sessions, training programs, and quality assurance activities to remain current with evolving standards and process changes.
Use generative AI tools responsibly while maintaining human oversight to produce business-quality outputs and improve workflow efficiency, costs, and quality metrics.

Requirements

One to two years of professional experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or another regulated industry.
Proven ability to write clear, accurate responses to customer complaints while applying documented procedures and escalation protocols in structured environments.
Demonstrated track record of consistently meeting SLA targets and quality benchmarks in high-volume, quality-controlled production settings.
Professional proficiency in English across reading, writing, and speaking, with flexibility to work defined shift patterns as needed by the business.
Capability to use generative AI responsibly with appropriate human oversight to deliver production-ready work and measurable improvements in process efficiency.

What makes this role worth considering

Coinbase operates as a remote-first organization with quarterly in-person working sessions designed to bring teams together for intensive collaboration. You’ll be part of a mission-driven company that prioritizes economic freedom and operates with high standards, offering the opportunity to work on meaningful customer-facing challenges within the growing financial technology sector.