Complaints Analyst II

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

Job summary

Coinbase Developer Platform in Hyderabad, India, is seeking a Complaints Analyst II to own the full resolution of escalated consumer complaint cases from intake to closure. You will investigate root causes, work cross-functionally, and ensure timely outcomes across Payments, Identity, Crypto, and Compliance.

The role requires 2+ years in consumer support and full-time in-office presence five days a week in Hyderabad.

Qualifications

• 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech.
• Experience investigating escalated cases and driving independent resolution using CRM/case management tools.
• Proven ability to manage a full caseload independently and meet service-level deadlines.
• Clear, accurate written communication for internal documentation and customer-facing responses.

Responsibilities

• Own and resolve complaint-related support escalations from intake through closure.
• Investigate complex consumer cases using internal tools like Salesforce, Control Center, and Athena.
• Partner with Payments Risk, EDD, and Compliance to progress cases with external dependencies.
• Maintain accurate case records and update statuses daily for tracking and audits.
• Identify recurring issue patterns and elevate process gaps with recommendations.

Skills

Complaint handling

Escalation management

CRM usage

Written communication

Tools

Salesforce

Athena

Job description

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 isnt a place for complacency, it’s a place to be pushed past your perceived limits. If youre 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 teams operational schedule.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

P70667

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.

Requirements: