AI-Driven Complaints Operations Specialist (Remote)

Jamesvalã; Western Australia; Remote; AUD 79,000 - 96,000; Full time

Job summary

Coinbase is seeking a Complaints Analyst on the Global Complaints team within Customer Experience in Australia. You will investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for customers, handling cases from intake to resolution.

You will use Salesforce to maintain case records, meet SLA targets, draft clear responses, escalate when needed, and contribute to continuous improvement by flagging patterns.

Qualifications

• 1–2 years of experience in complaints handling, customer service or dispute resolution in financial services or fintech.
• Ability to draft clear written responses to customer complaints using prescribed procedures.
• Proven track record of meeting SLA and quality targets in a high-volume environment.
• Proficient in English with ability to work defined shift patterns.

Responsibilities

• Investigate and resolve assigned complaints by gathering data, histories, and communications, delivering timely responses.
• Maintain case records in Salesforce, including notes, resolution rationale, and customer correspondence.
• Escalate complex cases with documentation to supervisor or lead.
• Flag recurring patterns to support process improvements.
• Participate in calibration sessions and training to stay aligned with quality standards.

Skills

Complaints handling

Customer service

Dispute resolution

English fluency

Tools

Salesforce

Job description

Coinbase is seeking a Complaints Analyst on the Global Complaints team within Customer Experience in Australia. You will investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for customers, handling cases from intake to resolution.

You will use Salesforce to maintain case records, meet SLA targets, draft clear responses, escalate when needed, and contribute to continuous improvement by flagging patterns.