Complaints Analyst III

coinbase•Remote•greenhouse
Posted Date:

September 25, 2025

Employment Type:

Not specified

Work Arrangement:

Remote

Skills & Technologies

Customer Experiencepreferred

Contact Information

Job Description

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 re