Complaints Analyst II

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

Job summary

Coinbase is seeking a Complaints Analyst II to own full resolution of escalated consumer cases across Payments, Identity, Crypto, and Compliance. You will investigate root causes, partner cross-functionally, and drive timely outcomes within service levels from intake to closure.

Requires 2+ years in consumer support and strong written communication. In-office work five days a week in Hyderabad, India, with responsible AI usage and human oversight.

Qualifications

• 2+ years in consumer support, complaints handling, or escalation in fintech.
• Ability to manage full caseload independently and meet SLAs.
• Clear written communication for internal and customer-facing docs.
• Full-time in-office presence five days a week in Hyderabad, India.
• Responsible use of AI with human oversight.

Responsibilities

• Own and resolve complaint escalations from intake to closure.
• Investigate complex cases using Salesforce, Control Center, and Athena.
• Collaborate with Payments Risk, EDD, and Compliance to unblock cases.
• Maintain case records and update statuses daily for audit.
• Identify recurring issues and report improvements to leadership.

Skills

Customer support

Escalation management

Written communication

AI usage

Tools

Salesforce

Control Center

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 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.
• 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.

P71868

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?

Data Privacy & Arbitration:

By submitting your application, you agree to our Candidate Privacy Notice . US applicants: By submitting your application, you agree to Arbitration of Disputes .