Escalations & 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

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.