Senior Complaints Analyst

Wwshemi; Greater London; Hybrid; GBP 56,000 - 68,000; Full time

Job summary

Coinbase in London is seeking a Senior Complaints Analyst to audit post-QC and dispute cases, ensuring regulator-ready outcomes. You will lead calibration, guide analysts, and partner with multiple teams to strengthen complaint quality.

The role requires 5+ years in complaints or risk, proficiency with Salesforce, JIRA, and SQL, and will operate onsite five days a week at Coinbase's London office. AI tools are used with human oversight.

Qualifications

• 5+ years in complaints handling, quality review, investigations, or risk within financial services or regulated tech.
• Experience with root-cause analysis and quality assessments.
• Ability to use data to identify trends and inform improvements.
• Experience influencing cross-functional partners without direct authority.

Responsibilities

• Lead audits of post-QC and dispute-related cases to verify updates and communications.
• Drive calibration and documentation improvements across the quality review process.
• Provide guidance on complex or high-risk cases and support analyst development.
• Analyze complaint trends and queue health to surface risks and solutions.
• Support audit readiness across multiple complaint types.

Skills

Complaints handling

Quality review

Root-cause analysis

Regulatory knowledge

Data-driven decisions

Tools

Salesforce Service Cloud

JIRA

SQL

Job description

Ready to do the most impactful work of your career? At Coinbase (https://www.coinbase.com/?utm_campaign=mt_o_m_w_m__coi_0_jd-onchain&utm_source=coinbase), we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase (https://www.coinbase.com/careers).

As a Sr. Complaints Analyst on the Complaints Quality Control team within Customer Experience, you'll audit post-QC and dispute-related cases across Consumer Complaints, Regulatory Complaints, and Litigation Support to ensure accurate, consistent, and regulator-ready outcomes. You'll identify systemic risks, drive scalable review improvements, and partner with the QC Manager, Global Complaints, Compliance, Legal, Operations, Product, and data partners to strengthen complaint quality across the organization. This role is fully onsite at Coinbase's London office and requires working in the office five days per week.

What you'll do:

• Lead audits of post-QC and dispute-related complaint cases to verify required updates, final determinations, and customer communications are completed accurately and on time

• Drive calibration, scorecard, and documentation improvements across the quality review process, setting consistent standards for complaint outcomes

• Provide expert guidance on complex or high-risk cases and support peer learning, onboarding, and ongoing development of QC analysts

• Analyze complaint trends, systemic issues, and queue health to surface risks, recommend scalable solutions, and support audit readiness

• Contribute to pre-closure QC reviews across Consumer, Regulatory, and Litigation Support complaints per the QC rubric

Required Skills and Experience:

• 5+ years of experience in complaints handling, quality review, investigations, or risk within financial services or a regulated technology environment, with a record of independently handling complex root-cause analysis and quality assessments

• Applied knowledge of complaint-management regulatory expectations, customer fairness principles, risk mitigation, and high-volume operational workflows

• Demonstrated ability to use data to identify complaint trends, prioritize risks, and translate findings into actionable recommendations for process improvement

• Track record of influencing cross-functional partners and leading through subject-matter expertise without direct authority, with clear and structured written and verbal communication

• Proficiency in Salesforce Service Cloud, JIRA, and SQL, with experience using analytics and case-management tools to support quality review at scale

• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

PID: P77181

#LI-ONSITE

Pay Transparency Notice:

The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding equity and bonus):

£61,800-£61,800 GBP

• Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.

• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.

• US Applicants: ViewEmployee Rights (https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf),Know Your Rights (https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf), andE-Verify (https://static-assets.coinbase.com/e-verify.pdf) Notice of Participation.

• Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? (https://chromewebstore.google.com/detail/screen-reader/kgejglhpjiefppelpmljglcjbhoiplfn) to download a free compatible screen reader and view thetutorial (http://www.chromevox.com/tutorial/).

• Data Privacy & Arbitration: By submitting your application, you agree to ourCandidate Privacy Notice (https://www.coinbase.com/legal/applicant_privacy_notice). US applicants: By submitting your application, you agree toArbitration of Disputes (https://www.coinbase.com/legal/application-arbitration-agreement).