Remote Complaints Analyst III Customer Experience

Y-Axis; Melbourne; Hybrid; AUD 79,000 - 96,000; Full time

Job summary

Coinbase is seeking a Complaints Analyst III to join the Global Complaints team. You will investigate and resolve consumer, regulatory, and litigation support complaints across intake to resolution, delivering fair outcomes for customers.

You will maintain case records in Salesforce, escalate complex cases, and support process improvements while meeting SLA targets and quality standards, working with cross-functional teams.

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 procedures and escalation paths.
• Track record of meeting SLA and quality targets in a high-volume environment.
• Proficiency in English (reading, writing, speaking) with ability to work defined shift patterns.
• Uses generative AI responsibly with human oversight to improve workflow efficiency, cost, and quality.

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

Drafting responses

SLA targets

English proficiency

AI usage

Job description

Coinbase is seeking a Complaints Analyst III to join the Global Complaints team. You will investigate and resolve consumer, regulatory, and litigation support complaints across intake to resolution, delivering fair outcomes for customers.

You will maintain case records in Salesforce, escalate complex cases, and support process improvements while meeting SLA targets and quality standards, working with cross-functional teams.