Remote opportunity at
CoinbaseComplaints Analyst III
Coinbase is seeking a Complaints Analyst III to join its Global Complaints team within Customer Experience on a remote basis. Coinbase aims to increase economic freedom…
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About This Role
Coinbase is seeking a Complaints Analyst III to join its Global Complaints team within Customer Experience on a remote basis. Coinbase aims to increase economic freedom and build the future of finance, operating as a remote-first organization that occasionally gathers teams for in-person working sessions known as surges. This position suits professionals experienced in handling disputes or complaints within a regulated financial or fintech setting. In this role, the analyst…
Job Description
Coinbase is seeking a Complaints Analyst III to join its Global Complaints team within Customer Experience on a remote basis. Coinbase aims to increase economic freedom and build the future of finance, operating as a remote-first organization that occasionally gathers teams for in-person working sessions known as surges. This position suits professionals experienced in handling disputes or complaints within a regulated financial or fintech setting.
In this role, the analyst will independently manage consumer, litigation support, and regulatory complaints from the initial intake stage through to final resolution. Responsibilities include gathering transaction histories, account data, and past communications to deliver fair and accurate outcomes for customers while adhering to established service level agreements. The analyst will maintain detailed documentation within Salesforce, submit files for quality control review, escalate complex situations to leadership, and identify recurring operational gaps.
Candidates must possess professional fluency in both English and French to support French-speaking customers, and should demonstrate familiarity with utilizing generative AI responsibly under human oversight. The annual base salary for this full-time position is set at €82,000 EUR, with potential eligibility for equity, bonuses, and standard health benefits including medical, dental, and vision coverage. Coinbase operates as an equal opportunity employer.
Responsibilities
- Investigate and resolve assigned complaints by gathering transaction history, account data, and customer communications.
- Maintain complete case records in Salesforce, including investigation notes, resolution rationale, and customer correspondence.
- Submit cases for quality control review before closure and meet defined service level agreement timelines.
- Escalate complex or ambiguous cases to a supervisor or leads with clear documentation.
- Flag recurring complaint patterns or potential process gaps to leadership for continuous improvement.
- Participate in calibration sessions, training, and nesting requirements.
Requirements
- Possess 1 to 2 years of experience in complaints handling, customer service, or dispute resolution within a regulated industry, fintech, or financial services.
- Demonstrate the ability to draft clear, accurate written responses using documented procedures and escalation paths.
- Maintain a track record of meeting service level agreements and quality targets in a high-volume, quality-controlled environment.
- Demonstrate professional-level fluency in reading, writing, and speaking English.
- Demonstrate professional-level fluency in reading, writing, and speaking French to investigate and respond to French-speaking customers.
- Utilize generative AI responsibly while maintaining human oversight for workflow efficiency.
Core Skills
Benefits
- Annual base salary of €82,000 EUR
- Equity eligibility
- Bonus eligibility
- Medical benefits
- Dental benefits
- Vision benefits
Frequently Asked Questions
What is the location and remote work policy for this job?
The position is remote, though Coinbase operates as a remote-first and not remote-only company. Employees are expected to occasionally gather for quarterly in-person working sessions called surges.
What is the salary for the Complaints Analyst III role?
The target annual base salary is €82,000 EUR. Additional compensation may include equity, bonuses, and health benefits such as medical, dental, and vision coverage.
What language skills are required for this role?
Applicants must be proficient in English and have professional-level fluency in French to investigate and respond to French-speaking customers.
Are there application limits for Coinbase job openings?
Yes, candidates are permitted to submit a maximum of three applications within a six-month period.
Sample Interview Questions
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