Complaints Analyst III

Role overview

What you will do

• Investigate and resolve complaints using account data, transaction history, and customer communications, meeting defined service-level timelines.
• Maintain complete Salesforce case records, including investigation notes, resolution rationale, and customer correspondence.
• Submit cases for quality-control review before closure.
• Escalate complex or ambiguous cases with clear documentation and an initial assessment.
• Flag recurring complaint patterns and process gaps to leadership.
• Participate in calibration, training, and nesting to stay aligned with quality standards and process updates.

Required skills and experience

• 1–2 years of complaints handling, customer service, or dispute-resolution experience in financial services, fintech, or a regulated industry.
• Ability to write clear, accurate complaint responses and apply documented procedures and escalation paths.
• Track record of meeting service-level and quality targets in a high-volume, quality-control-reviewed environment.
• Proficient in reading, writing, and speaking English; able to work business-defined shifts.
• Use generative AI responsibly, retaining human oversight and supporting measurable workflow improvements.

Workplace

• Coinbase is remote-first but not remote-only; teams meet in person quarterly for working sessions called surges.
• The posting includes an onsite tag, while the company description says remote-first with quarterly in-person sessions.

Application note

• Candidates may submit a maximum of three applications within a six-month period.