Remote Complaints Analyst - Fintech Customer Experience

Oomf; Gold Coast City; 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.

The role is remote with a focus on end-to-end case ownership from intake to resolution. You will maintain complete Salesforce case records, escalate complex issues, and contribute to continuous improvement through pattern detection and alignment with

Qualifications

• 1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry.
• Ability to draft clear, accurate written responses to customer complaints following documented procedures and escalation paths.
• Proven track record of meeting SLA and quality targets in a high-volume, QC-reviewed environment.
• Proficient English reading, writing, and speaking with ability 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 Supervisor or Complaints Lead with clear documentation of issue and initial assessment.
• Flag recurring complaint patterns or 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.

The role is remote with a focus on end-to-end case ownership from intake to resolution. You will maintain complete Salesforce case records, escalate complex issues, and contribute to continuous improvement through pattern detection and alignment with