Join Coinbase as a Complaints Analyst II to resolve escalated consumer complaints and drive timely outcomes.
Posted by employer 2 days ago
First seen on Joblaze 1 day ago
Last verified on the company career page 6 hours ago
Skills & Technologies
What you'll build
- Own and resolve complaint-related support escalations
- Investigate complex consumer cases using internal tools
- Partner with internal teams to progress cases
- Maintain accurate case records and update statuses
- Identify recurring issue patterns and escalate process gaps
Must have
- 2+ years of experience in consumer support
- Demonstrated ability to investigate escalated cases
- Proven track record of managing a full caseload independently
- Clear, accurate written communication
Practical constraints
- Full-time, in-office presence five days a week
AI in the day-to-day
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs.
Requirements
- Experience
- 2+ years
Not disclosed in this posting: visa sponsorship.
Joblaze summary
In the role of Complaints Analyst II at Coinbase, the individual is responsible for managing escalated consumer complaints from start to finish, ensuring timely and accurate resolutions. Key skills include proficiency in CRM tools like Salesforce and the ability to investigate complex issues across various support areas such as Payments and Compliance. This position is suited for candidates with over two years of experience in consumer support or escalation management, particularly within the financial services or fintech sectors. The team operates in a fast-paced environment that emphasizes collaboration and continuous improvement.
Joblaze insights
- Listed yesterday on Joblaze — tracked directly from Coinbase's career page.
- Coinbase has 233 other open roles including Operational Excellence Senior Program Lead, Derivative Sales Analyst, Senior Strategic Program Lead.
- 1198 active Salesforce roles on Joblaze right now.
- 15 active Athena roles on Joblaze right now.
- 2 active Control Center roles on Joblaze right now.
- Pays more than 0% of the 628 salaried Salesforce roles we track (median $128,000). See Salesforce salary trends
Quick facts
- Is the Complaints Analyst II role remote?
- It's hybrid — Coinbase expects some on-site time in Manila, Philippines.
- What's the salary range?
- Coinbase lists PHP 849,800–PHP 849,800 for this role.
- How much experience is required?
- At least 2 years of relevant experience for this Complaints Analyst II role.
- Where is the role based?
- Coinbase is hiring for this position in Manila, Philippines.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Athena, Control Center, Salesforce.
- What seniority level is this role?
- Coinbase targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Complaints Analyst II role at Coinbase.
From the original posting
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
As a Complaints Analyst II within Customer Experience Team, you'll own the full resolution of escalated consumer complaint cases from intake through closure. This team provides elevated support to complaints agents by investigating and resolving complex customer escalations across consumer support pillars, including Payments, Identity, Crypto, and Compliance. You'll investigate root causes using internal tools, partner cross-functionally to unblock cases with external dependencies, and drive timely outcomes within defined service levels.
What you'll do:
- Own and resolve complaint-related support escalations from intake through closure, ensuring cases are completed accurately and within defined service-level targets.
- Investigate complex consumer cases using internal tools including Salesforce, Control Center, and Athena to trace issues to root cause and determine appropriate resolution paths.
- Partner with internal teams such as Payments Risk, EDD, and Compliance to progress cases with external dependencies and unblock stalled escalations.
- Maintain accurate case records and update statuses daily to support operational tracking, reporting, and audit requirements.
- Identify recurring issue patterns and escalate process gaps to Complaints leadership with clear documentation and recommendations for improvement.
- 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech, with exposure to one or more pillars including Payments, Identity, Crypto, or Compliance.
- Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools (e.g., Salesforce, Athena, or similar).
- Proven track record of managing a full caseload independently, prioritizing multiple open cases simultaneously, and consistently meeting service-level deadlines.
- Clear, accurate written communication for both internal case documentation and customer-facing responses, with the ability to summarize complex issues concisely.
- Full-time, in-office presence five days a week in Hyderabad, India, with availability to support the team's operational schedule.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
P76094
Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
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