Remote Crypto Complaints Analyst - Impactful & Precise

Keyton; Gold Coast City; Remote; AUD 92,000 - 128,000; Full time

Job summary

Coinbase seeks a Crypto Complaints Specialist to join the Global Complaints team. You will investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for customers.

As a Complaints Analyst III, you will own assigned cases from intake through resolution, maintain case records in Salesforce, meet SLA targets, and escalate complex issues with clear documentation while contributing to continuous improvements in processes.

Qualifications

• 1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry.
• Draft clear, accurate written responses to customer complaints, applying documented procedures and escalation paths in a structured environment.
• Meet SLA and quality targets in a high-volume, QC-reviewed production environment.
• Proficiency in English (reading, writing).

Responsibilities

• Investigate and resolve assigned complaints by gathering data and communications, delivering accurate responses within defined SLA timelines.
• Maintain complete case records in Salesforce, including notes, resolution rationale, and customer correspondence; submit cases for QC review before closure.
• Escalate complex or ambiguous cases to Supervisor or Complaints Lead with clear documentation and initial assessment.
• Flag recurring complaint patterns or potential process gaps to leadership for continuous improvement.

Skills

Complaint handling

Customer service

Dispute resolution

English proficiency

Tools

Salesforce

Job description

Coinbase seeks a Crypto Complaints Specialist to join the Global Complaints team. You will investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for customers.

As a Complaints Analyst III, you will own assigned cases from intake through resolution, maintain case records in Salesforce, meet SLA targets, and escalate complex issues with clear documentation while contributing to continuous improvements in processes.