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Complaints Analyst III
Coinbase
London, GBR
Junior · 1–2 years experience
Remote
GBP 53100-53100 / year
Discovered 4 days ago
Full Job Posting
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
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
- PID: P77176
- #LI-Onsite
- 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).
- Annual base salary range (excluding equity and bonus):£53,100—£53,100 GBP
- 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.
Preferred Qualifications
- 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).
- Annual base salary range (excluding equity and bonus):£53,100—£53,100 GBP
Responsibilities
- 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
About Coinbase
Financial Services1,001-5,000Founded 2012
Coinbase is a publicly traded cryptocurrency exchange platform that allows users to buy, sell, store, and trade digital currencies such as Bitcoin and Ethereum. Founded in 2012, it is one of the largest and most widely used crypto exchanges globally.
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