Join Coinbase as a Complaints Analyst to investigate and resolve customer complaints in a remote-first environment.
Posted by employer 1 year ago
First seen on Joblaze 2 days ago
Last verified on the company career page 1 day ago
What you'll build
- Investigate and resolve assigned complaints
- Maintain complete case records in Salesforce
- Escalate complex cases to Supervisor
- Flag recurring complaint patterns to leadership
- Participate in calibration sessions and training
Must have
- 1-2 years of experience in complaints handling
- Demonstrated ability to draft clear written responses
- Track record of meeting SLA and quality targets
- Proficiency in English
- Professional-level fluency in French
AI in the day-to-day
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs.
Requirements
- Experience
- 1–2 years
Not disclosed in this posting: visa sponsorship.
Joblaze summary
In the role of Complaints Analyst III at Coinbase, the individual will investigate and resolve customer complaints, ensuring thorough and timely responses. Key skills include experience in complaints handling within financial services, proficiency in English and French, and the ability to meet quality targets in a fast-paced environment. This position is suited for candidates with 1-2 years of relevant experience who can navigate complex issues and contribute to process improvements. The role is part of a remote-first team that emphasizes collaboration during quarterly in-person sessions.
Joblaze insights
- Listed 2 days ago — first seen on Joblaze September 26, 2026. Last confirmed on Coinbase's careers page September 27, 2026.
- Starts above 27% of 1483 comparable mid other roles we track (median $105,000 across 209 companies).
Quick facts
- Is the Complaints Analyst III role remote?
- Yes — Coinbase lists this as a fully remote position.
- What's the salary range?
- Coinbase lists €82,000–€82,000 for this role.
- How much experience is required?
- 1–2 years of relevant experience for this Complaints Analyst III role.
- 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 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, and speaking) with the ability to work defined shift patterns as required by the business
- Professional-level fluency in French (reading, writing, and speaking) with the ability to investigate and respond to complaints from French-speaking customers
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
PID: P72333
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.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
Standard company text repeated across Coinbase's postings is omitted here.