Complaints Analyst III

Ready to be pushed beyond what you think you're capable of?
At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform - and with it, the future global financial system.
To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company's hardest problems.
Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
The Global Complaints team is divided into three units, namely Consumer Complaints, Regulatory Complaints and Litigation Support. Each unit is made up of L2/L3 complaints analysts responsible for production work - they are expected to accurately review and respond to complaints within service levels and provide investigation notes and observations to the CX Legal Team when needed.
What you'll be doing (ie. job duties):

• Responsible for providing support for Coinbase customers that submitted complaints through different channels by investigating, troubleshooting and responding to complaints. Lead the charge in swiftly gathering and documenting customer issues and resolutions with unparalleled efficiency.
• Manage, prioritize, and respond to Tier 2 issues, inquiries, and escalations and resolve complex escalations with minimal guidance, demonstrating your adeptness in leveraging available tools effectively.
• Communicate with internal and external stakeholders in an effective, tactical, and empathetic manner.
• Set a high bar for support analysts within the organization by setting an example through performance and work ethic.
• Take the reins in providing comprehensive support for consumer complaints across all pillars, spearheading thorough investigations across all channels and take ownership of processes or act as a Subject Matter Expert (SME) to analyze and understand existing workflows.
• Identify gaps in processes and propose actionable improvements to enhance efficiency.
• Proactively lead efforts to streamline operations and boost productivity.
• Play a key role in shaping and optimizing internal processes for sustainable growth and success.
• Represents the voice of our customer in proactively driving impactful changes across workflows, policies and tools by succinctly relaying customer feedback in escalations to internal support teams and Complaints leadership.
• Your expertise will be invaluable as you assist our legal team in researching complex issues concerning customers, expertly analyzing evidence.
• Showcase your prowess in document organization and management, showcasing your expert-level data handling skills.
• Harness the power of data to compile compelling visualizations, shedding light on complaint trends and demographic insights.
• Drive transformative changes across our workflows and policies by relaying invaluable feedback to our internal teams.
• Command attention and instill confidence as you convey information to audiences at all levels internally and externally .
• Thrive in a dynamic and fast-paced environment that is constantly evolving, demonstrating flexibility, continuous learning, and a willingness to change direction as per organizational needs.

What we look for in you (ie. job requirements):

• Motivated by our mission and creating a seamless support experience for our global customer base.
• Must work in a defined shift, as required by the business.
• Must work in the office, as and when required by the business.
• Complaints Analysts with compliance, regulatory, fraud, disputes background, legal background, or litigation experience.
• Minimum of 3 years of relevant experience in financial services, crypto, investigations, legal or tech industry.
• Experience with different channels of support, including voice, e-mail, and chat.
• Curiosity to chase problems to root cause and rollup sleeves to investigate the unknown/unusual.
• Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization
• Possess phenomenal communication skills to confidently present information globally across multiple departments and stakeholders, ensuring effective communication at all levels.
• Ability to execute under pressure and within tight timelines while juggling multiple projects.
• Highest level of accuracy, superb attention to detail, and excellent proofreading skills.
• Proficiency in both English and French, with the ability to read, write, and communicate effectively in both languages. This requirement is essential to serve customers in both languages, handle regulatory complaints accurately, and support business operations as required.

Nice to haves:

• Experience in project management, analytics and/or vendor management.
• An advanced degree in Business, Finance, or Customer Experience (CX) is preferred but not mandatory
• Advanced understanding of Google apps, JIRA, Salesforce Service Cloud.
• Experience working with and partnering with external outsource business partners.
• Intermediate+ knowledge of Coinbase's products and services, crypto ecosystem, and regulations impacting Web3 and cryptocurrency. Familiarity with blockchain fundamentals and a working understanding of decentralized finance (DeFi) use cases are highly desirable.

Position ID: P72332
#LI-Remote
Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).
Pay Range:
$90,700 - $90,700 CAD
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal Opportunity
Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here) .
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here . By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment . To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com