Remote Crypto Complaints Specialist

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Complaints Analyst III

Posted 3 days ago

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Job Description

Ready to do the most impactful work of your career? At 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.
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,

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