Global Complaints Analyst III — Onsite London

Coinbase, Inc.; Greater London; Vor Ort; GBP 48.000 - 58.000; Vollzeit

Benefits dieser Stelle

Equity

Bonus eligibility

Medical, dental, and vision benefits

Zusammenfassung

Coinbase is seeking a Complaints Analyst to join the Global Complaints team in Customer Experience. This role is fully onsite at our London office, five days per week, and focuses on investigating and resolving consumer, regulatory, and litigation support complaints to deliver fair outcomes for customers.

You will gather data from account history, draft clear responses, maintain Salesforce records, escalate as needed, and contribute to process improvements.

Qualifikationen

• 1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry.
• Proven ability to draft clear, accurate written responses to customer complaints using documented procedures and escalation paths.
• Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment.

Aufgaben

• Investigate and resolve assigned complaints by gathering account data and communication history, delivering accurate responses within SLA timelines.
• Maintain complete case records in Salesforce, including investigation notes and resolution rationale.
• Escalate complex cases with clear documentation to supervisors or leads.
• Flag recurring patterns or potential process gaps to support continuous improvement.

Kenntnisse

Complaints handling

Customer service

English proficiency

SLA adherence

Salesforce

Tools

Salesforce

Jobbeschreibung

Coinbase is seeking a Complaints Analyst to join the Global Complaints team in Customer Experience. This role is fully onsite at our London office, five days per week, and focuses on investigating and resolving consumer, regulatory, and litigation support complaints to deliver fair outcomes for customers.

You will gather data from account history, draft clear responses, maintain Salesforce records, escalate as needed, and contribute to process improvements.