Ai-First Martech Operations Specialist (Remote)

Jamesvalã; Western Australia; À distance; AUD 79 000 - 96 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Complaints handling

Customer service

Dispute resolution

English fluency

Outils

Salesforce

Description du poste

Ready to do the most impactful work of your career? At a Complaints Analyst on the Global Complaints team within Customer Experience, you'll investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for Coinbase customers. The Global Complaints team is responsible for handling complaints end-to-end across three units, and you'll own assigned cases from intake through resolution, ensuring every customer receives a thorough, accurate, and timely response.

What you'll do:

• 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

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: P72874

#LI-Remote

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): $87,600-$87,600 AUD

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 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