Opportunity at
CoinbaseComplaints Analyst II
Coinbase seeks a Complaints Analyst II to join the Customer Experience Team within the financial services sector. In this full-time role, the professional will manage escalated…
Career Tools
About This Role
Coinbase seeks a Complaints Analyst II to join the Customer Experience Team within the financial services sector. In this full-time role, the professional will manage escalated consumer complaints from initial receipt until final resolution, assisting agents by handling difficult cases across areas such as Crypto, Identity, Payments, and Compliance. This position is designed for individuals experienced in handling customer support escalations who can investigate underlying problems using internal systems, coordinate…
Job Description
Coinbase seeks a Complaints Analyst II to join the Customer Experience Team within the financial services sector. In this full-time role, the professional will manage escalated consumer complaints from initial receipt until final resolution, assisting agents by handling difficult cases across areas such as Crypto, Identity, Payments, and Compliance.
This position is designed for individuals experienced in handling customer support escalations who can investigate underlying problems using internal systems, coordinate with other departments to clear roadblocks, and achieve timely results while adhering to established service metrics. The worker will maintain precise case records, update statuses daily, and report recurring operational issues to leadership along with suggested improvements.
The employer operates globally in the financial technology and cryptocurrency domain with a mission centered on expanding economic freedom. This position requires working full-time in an office setting five days per week in Hyderabad, India, while maintaining availability for the operational schedule.
Responsibilities
- Manage escalated customer support complaints from intake through resolution while meeting service-level targets
- Investigate complex consumer files via internal tools to determine underlying causes and paths to resolution
- Collaborate with internal groups such as Compliance and Payments Risk to progress cases with external dependencies
- Keep case records accurate and update statuses daily for reporting and audit needs
- Spot recurring patterns and report process gaps to leadership with documentation and recommendations
Requirements
- Minimum of two years working in consumer support, complaints handling, or escalation management in fintech, crypto, or financial services
- Demonstrated ability to investigate escalated matters and drive independent resolution using CRM and case management software
- Track record of managing a full caseload independently, prioritizing multiple open items, and meeting service-level deadlines
- Clear written communication skills for case documentation and customer correspondence
- Full-time, in-office presence five days a week in Hyderabad, India
Core Skills
Benefits
- Medical coverage
- Dental coverage
- Vision coverage
- Bonus eligibility
Frequently Asked Questions
What is the location and work schedule for this role?
The position requires full-time, in-office presence five days a week in Hyderabad, India, with availability to support the operational schedule.
What experience is required to apply?
Applicants must have at least two years of experience in consumer support, complaints handling, or escalation management within fintech, crypto, or financial services.
What salary and benefits does the position offer?
The annual base salary is ₱849,800 PHP, and total compensation may include bonus eligibility along with medical, dental, and vision benefits.
Are there any application limits?
Candidates may submit a maximum of three applications within a six-month period.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.