Join Coinbase as a Complaints Analyst III to lead investigations and ensure compliant outcomes for customer complaints.
Posted by employer 9 months ago
First seen on Joblaze 58 minutes ago
Last verified on the company career page 57 minutes ago
What you'll build
- Own investigation and resolution of consumer, regulatory, and litigation support complaints
- Lead complex and escalated cases requiring cross-functional coordination
- Support the legal team by researching complex customer issues
- Drive quality improvements by mentoring junior analysts
- Identify recurring complaint patterns and process gaps
Must have
- 3+ years of experience in complaints handling, customer service, or compliance
- Proven written communication skills for drafting complaint responses
- Experience managing a high-volume caseload across multiple complaint types
- Working knowledge of complaint handling regulations and frameworks
- Full-time, in-office presence with availability to work defined shift patterns
AI in the day-to-day
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs.
Requirements
- Experience
- 3+ years
Not disclosed in this posting: visa sponsorship.
Joblaze summary
In the role of Complaints Analyst III at Coinbase, the individual is responsible for managing the complete investigation and resolution of various consumer and regulatory complaints, ensuring compliance and fairness in outcomes. Key skills include a strong background in complaints handling within financial services, along with the ability to analyze complex cases and communicate effectively. This position is suited for experienced professionals who can navigate high-volume caseloads and collaborate across multiple teams. The role emphasizes quality improvement and data-driven decision-making within a fast-paced environment.
Joblaze insights
- Listed today on Joblaze — tracked directly from Coinbase's career page.
- Coinbase has 233 other open roles including Product Manager II, Growth - Notifications , Risk & Monitoring Analyst III, Senior Onchain Investigator.
Quick facts
- Is the Complaints Analyst III role remote?
- It's hybrid — Coinbase expects some on-site time in Dublin, Ireland.
- What's the salary range?
- Coinbase lists €53,865–€56,700 for this role.
- How much experience is required?
- At least 3 years of relevant experience for this Complaints Analyst III role.
- Where is the role based?
- Coinbase is hiring for this position in Dublin, Ireland.
- 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 III 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 III on the Global Complaints team within Customer Experience, you'll own the end-to-end investigation and resolution of consumer, regulatory, and litigation support complaints, ensuring Coinbase delivers fair, timely, and compliant outcomes for every customer. This team handles escalated complaints across three units and partners with Legal, Compliance, and cross-functional stakeholders to protect customers and strengthen Coinbase's complaint handling standards. You'll lead complex investigations across all complaint pillars, drive quality through mentorship and process improvement, and use data to surface trends that inform operational decisions.
What you'll do:
- Own investigation and resolution of consumer, regulatory, and litigation support complaints across all pillars, gathering account data, transaction history, and customer communications to deliver accurate outcomes within SLA timelines.
- Lead complex and escalated cases requiring cross-functional coordination with Legal, Compliance, Payments Risk, and EDD teams, applying independent judgment to determine resolution paths and escalation decisions.
- Support the legal team by researching complex customer issues, analyzing evidence, and preparing documentation for litigation matters.
- Drive quality improvements by mentoring junior analysts, participating in calibration sessions, and applying QC feedback to maintain consistently high quality scores across the function.
- Identify recurring complaint patterns and process gaps, using data to compile trend analyses and recommend actionable improvements to Complaints leadership.
Required Skills and Experience:
- 3+ years of experience in complaints handling, customer service, or compliance within financial services, crypto, fintech, or a regulated industry, with demonstrated ability to resolve complex, multi-stakeholder cases independently.
- Proven written communication skills for drafting complaint responses, investigation narratives, and litigation support documentation that meet regulatory and quality standards.
- Experience managing a high-volume caseload across multiple complaint types (consumer, regulatory, litigation) while consistently meeting SLA and quality targets.
- Working knowledge of complaint handling regulations and frameworks (e.g., FCA, MAS, CFPB, or CBI requirements) with the ability to apply company policies and regulatory requirements to case investigations.
- Full-time, in-office presence with availability to work defined shift patterns as required by the business.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
P74727
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and 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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