Impactful Complaints Analyst II – Fintech/Crypto

Aitomic Jobs; Manila; On-site; PHP 722,000 - 977,000; Full time

Job summary

Coinbase is seeking a Complaints Analyst II to own escalated consumer cases from intake to closure within the Customer Experience team. You will investigate root causes using CRM tools and collaborate with Payments Risk, Identity, Crypto, and Compliance to resolve complex escalations.

This full-time, on-site role is based in Hyderabad, India, requiring 2+ years in fintech support and strong written communication.

Qualifications

• 2+ years in consumer support, complaints handling, or escalation in financial services, crypto, or fintech.
• Experience with Payments, Identity, Crypto, or Compliance pillars.
• Ability to investigate escalated cases and drive independent resolution using CRM tools.
• Clear, accurate written communication for internal case documentation and customer-facing responses.

Responsibilities

• Own and resolve complaint-related support escalations from intake through closure, ensuring cases are completed within SLAs.
• Investigate complex consumer cases using internal tools including Salesforce and Athena to trace root causes.
• Partner with Payments Risk, Identity, Crypto, and Compliance to progress cases with external dependencies.
• Maintain accurate case records and update statuses daily for reporting and audit needs.
• Identify recurring issue patterns and escalation gaps with clear recommendations to leadership.

Skills

CRM familiarity

Escalation management

Customer support

Written communication

Tools

Salesforce

Athena

Job description

Coinbase is seeking a Complaints Analyst II to own escalated consumer cases from intake to closure within the Customer Experience team. You will investigate root causes using CRM tools and collaborate with Payments Risk, Identity, Crypto, and Compliance to resolve complex escalations.

This full-time, on-site role is based in Hyderabad, India, requiring 2+ years in fintech support and strong written communication.