Complaints Analyst II — Fintech CX, Root-Cause Resolutions

Coinbase Developer Platform

Manila

On-site

PHP 765,000 - 935,000

Full time

3 days ago

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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.