Complaints Analyst II

Aitomic Jobs; Manila; On-site; PHP 722,000 - 977,000; Full time

Job summary

Coinbase is seeking a Complaints Analyst II to own escalated consumer cases from intake to closure within the Customer Experience team. You will investigate root causes using CRM tools and collaborate with Payments Risk, Identity, Crypto, and Compliance to resolve complex escalations.

This full-time, on-site role is based in Hyderabad, India, requiring 2+ years in fintech support and strong written communication.

Qualifications

• 2+ years in consumer support, complaints handling, or escalation in financial services, crypto, or fintech.
• Experience with Payments, Identity, Crypto, or Compliance pillars.
• Ability to investigate escalated cases and drive independent resolution using CRM tools.
• Clear, accurate written communication for internal case documentation and customer-facing responses.

Responsibilities

• Own and resolve complaint-related support escalations from intake through closure, ensuring cases are completed within SLAs.
• Investigate complex consumer cases using internal tools including Salesforce and Athena to trace root causes.
• Partner with Payments Risk, Identity, Crypto, and Compliance to progress cases with external dependencies.
• Maintain accurate case records and update statuses daily for reporting and audit needs.
• Identify recurring issue patterns and escalation gaps with clear recommendations to leadership.

Skills

CRM familiarity

Escalation management

Customer support

Written communication

Tools

Salesforce

Athena

Job description

Short Summary

Complaints Analyst II with Coinbase. Ready to do the most impactful work of your career? At 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…

Key Details

• Position / opportunity: Complaints Analyst II
• Organization: Coinbase
• Country / coverage: Philippines
• Location: Manila, Philippines
• Work arrangement: On-site
• Opportunity type: Jobs
• Sector: Health
• Compensation: Not specified
• Duration: Not specified
• Start date: 2026-09-10
• Application deadline: Not specified

Description

Ready to do the most impactful work of your career? At 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 . Job Description As a Complaints Analyst II within Customer Experience Team, you'll own the full resolution of escalated consumer complaint cases from intake through closure. This team provides elevated support to complaints agents by investigating and resolving complex customer escalations across consumer support pillars, including Payments, Identity, Crypto, and Compliance. You'll investigate root causes using internal tools, partner cross-functionally to unblock cases with external dependencies, and drive timely outcomes within defined service levels. What you’ll do: Own and resolve complaint-related support escalations from intake through closure, ensuring cases are completed accurately and within defined service-level targets. Investigate complex consumer cases using internal tools including Salesforce, Control Center, and Athena to trace issues to root cause and determine appropriate resolution paths. Partner with internal teams such as Payments Risk, EDD, and Compliance to progress cases with external dependencies and unblock stalled escalations. Maintain accurate case records and update statuses daily to support operational tracking, reporting, and audit requirements. Identify recurring issue patterns and escalation process gaps to Complaints leadership with clear documentation and recommendations for improvement. Required Skills and Experience: 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech, with exposure to one or more pillars including Payments, Identity, Crypto, or Compliance. Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools (e.g., Salesforce, Athena, or similar). Proven track record of managing a full caseload independently, prioritizing multiple open cases simultaneously, and consistently meeting service-level deadlines. Clear, accurate written communication for both internal case documentation and customer-facing responses, with the ability to summarize complex issues concisely. Full-time, in-office presence five days a week in Hyderabad, India, with availability to support the team's operational schedule. Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. P76094 Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision). Annual base salary range (excluding bonus): ₱849,800 — ₱849,800 PHP 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: View Employee Rights, Know Your Rights, and E-Verify 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? Download a free compatible screen reader and view the tutorial .

Responsibilities

• Ready to do the most impactful work of your career?
• At 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.

Requirements / Eligibility

• Identify recurring issue patterns and escalation process gaps to Complaints leadership with clear documentation and recommendations for improvement.
• Required Skills and Experience: 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech, with exposure to one or more pillars including Payments, Identity, Crypto, or Compliance.
• Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools (e.g., Salesforce, Athena, or similar).
• Proven track record of managing a full caseload independently, prioritizing multiple open cases simultaneously, and consistently meeting service-level deadlines.
• Clear, accurate written communication for both internal case documentation and customer-facing responses, with the ability to summarize complex issues concisely.