Complaints Analyst II

Ascenra; Manila; On-site; PHP 765,000 - 935,000; Full time

Benefits offered by this job

Medical, dental and vision benefits

Job summary

Coinbase is hiring a Complaints Analyst II in the Customer Experience Team to own escalated complaint cases from intake to closure. You will investigate complex issues across Payments, Identity, Crypto, and Compliance using internal tools and collaborate with cross-functional teams to drive timely outcomes.

Applicants should have 2+ years in consumer support or escalation within financial services, with strong written communication and a track record of independent case management.

Qualifications

• 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech.
• Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools.
• Proven track record of managing a full caseload independently, prioritizing multiple open cases and meeting service-level deadlines.
• Clear, accurate written communication for internal case documentation and customer-facing responses.

Responsibilities

• Own and resolve complaint-related escalations from intake through closure, within SLA targets.
• Investigate complex cases using Salesforce, Athena, and other tools to identify root causes and resolutions.
• Partner with Payments Risk, EDD, and Compliance to progress cases with external dependencies.
• Maintain accurate case records and update statuses daily for reporting and audits.
• Identify recurring issues and propose process improvements to Complaints leadership.

Skills

Consumer support

CRM tools

Root cause analysis

Written communication

Tools

Salesforce

Athena

Job 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 elevate 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.

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? Click here to download a free compatible screen reader and view the tutorial.
• Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree Arbitration of Disputes.