Senior Complaints Investigator - Fintech, Remote

Coinbase, Inc.; Sydney; Hybrid; AUD 79,000 - 96,000; Full time

Job summary

Coinbase is seeking a Complaints Analyst for 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 will own assigned cases from intake through resolution, ensuring thorough, accurate, and timely responses. This role requires 1–2 years in complaints handling and strong written communication, with a remote-first but hybrid work arrangement.

Qualifications

• 1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry.
• Demonstrated ability to draft clear, accurate written responses to customer complaints, with experience applying documented procedures and escalation paths in a structured environment.
• Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment.
• Proficiency in English (reading, writing, and speaking) with the ability to work defined shift patterns as required by the business.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in 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

Written responses

SLA achievement

English proficiency

AI usage

Job description

Coinbase is seeking a Complaints Analyst for 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 will own assigned cases from intake through resolution, ensuring thorough, accurate, and timely responses. This role requires 1–2 years in complaints handling and strong written communication, with a remote-first but hybrid work arrangement.