Remote Complaints Analyst — Change Notice Specialist

Hrstalentsolutions; Brisbane; Remote; AUD 79,000 - 96,000; Full time

Job summary

Coinbase is seeking a Complaints Analyst III to join the Global Complaints team within Customer Experience. You will investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for Coinbase customers.

You’ll own cases from intake through resolution, ensuring timely, accurate responses and thorough case records in Salesforce. Engage in escalation when needed, contribute to continuous improvement, and participate in calibration sessions and training to

Qualifications

• 1–2 years of experience in complaints handling, customer service, or dispute resolution in financial services or a regulated industry.
• Ability to draft clear, accurate written responses following procedures and escalation paths.
• Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment.
• Proficient in English reading, writing, and speaking; able to work defined shift patterns.

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.

Skills

Complaints handling

Customer service

Dispute resolution

English proficiency

Job description

Coinbase is seeking a Complaints Analyst III to join the Global Complaints team within Customer Experience. You will investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for Coinbase customers.

You’ll own cases from intake through resolution, ensuring timely, accurate responses and thorough case records in Salesforce. Engage in escalation when needed, contribute to continuous improvement, and participate in calibration sessions and training to