Remote Complaints Analyst III | FinTech CX

Coinbase; Australia; Hybrid; AUD 79,000 - 96,000; Full time

Job summary

Coinbase, Inc. is seeking an experienced Complaints Analyst to join the Global Complaints team within Customer Experience.

You will investigate and resolve consumer, regulatory, and litigation support complaints end-to-end, owning cases from intake to resolution while ensuring timely, accurate responses. Responsibilities include documenting in Salesforce, escalating complex issues, and contributing to continuous improvement through pattern analysis.

Qualifications

• 1–2 years in complaints handling within financial services, fintech, or regulated industries.
• Draft clear written responses following established procedures and escalation paths.
• Proven track record meeting SLA and quality targets in high-volume environments.
• Fluent English communication (reading, writing, speaking).

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

SLA targets

AI usage

Job description

Coinbase, Inc. is seeking an experienced Complaints Analyst to join the Global Complaints team within Customer Experience.

You will investigate and resolve consumer, regulatory, and litigation support complaints end-to-end, owning cases from intake to resolution while ensuring timely, accurate responses. Responsibilities include documenting in Salesforce, escalating complex issues, and contributing to continuous improvement through pattern analysis.