Complaints Analyst II
Coinbase
Salary undisclosed
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Description
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.
- 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.
Benefits
- health insurance
About this role
Coinbase's Complaints Analyst II role sits within the Customer Experience Team and focuses on resolving escalated consumer complaints end-to-end. You'd investigate complex cases across Payments, Identity, Crypto, and Compliance using internal tools like Salesforce and Athena, working to identify root causes and drive timely resolutions within service-level targets. The work involves cross-functional collaboration with teams like Payments Risk and Compliance to unblock cases with external dependencies, plus maintaining accurate case records for operational and audit purposes.
This role suits someone with at least two years in consumer support, complaints handling, or escalation management within financial services or fintech. You'll need strong independent case management skills, the ability to juggle multiple priorities simultaneously, and clear written communication for both internal documentation and customer-facing responses. The position also expects you to use generative AI responsibly as a workflow tool while maintaining human oversight.
The hybrid arrangement includes quarterly in-person "surge" sessions, though the job description notes a requirement for five days per week in-office presence in Hyderabad (note the location discrepancy with the Manila listing). The base salary is ₱849,800 annually, with potential bonus eligibility and standard benefits. This is a full-time role at a company known for high intensity and uncompromising standards.
How this employer is doing
average
- H1B: Active Visa Sponsor
- Legal Issue
- Recently Raised Funding
- Active Visa Sponsor
In the news
Citi and Coinbase Pair Stablecoin Payments With Fiat Settlement, PYMNTS.com
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Pay for this role
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