Finjobsly Logo
CoinbaseCustomer ExperienceRemote

Complaints Analyst II

Manila, PhilippinesFull-timeMid-Level£849,800 – £849,800
Posted Sep 10, 2026Deadline: Keep Open
Job SnapshotActively hiring
LocationManila, Philippines
Job typeFull-time
Salary£849,800 – £849,800
DeadlineKeep Open

Finjobsly Role Intelligence

Experience level
Mid-Level
Work style
Remote
Visa sponsorship
Not specified
Salary
£849,800 – £849,800
Key skills
PaymentsComplianceSalesforce

Get AI match insights

See your fit score & personalized tips.

Sign In Now

Before you apply

Company insights

62

Happiness score

62/100

Based on 10 verified employee signals

Coinbase reports record trading-volume market share in Q2 2026

Coinbase reported record crypto trading-volume market share of 10.3% and its 14th consecutive quarter of positive adjusted EBITDA. Prediction-market contracts and revenue grew 106% quarter over quarter.

Coinbase expands into equities, pre-IPO futures and new prediction markets

Coinbase introduced zero-commission stock trading features, thematic equity-index futures, pre-IPO perpetual futures and new prediction-market contracts as part of its Everything Exchange strategy.

mid-2026From the webCoinbase→

George Osborne appointed chair of Coinbase’s Global Advisory Council

Coinbase appointed former UK Chancellor George Osborne to chair its Global Advisory Council and lead the council’s expanded strategic mission.

late 2025From the webCoinbase→

Coinbase prices upsized $2.6 billion convertible-note offering

Coinbase priced $1.3 billion each of 0% convertible senior notes due in 2029 and 2032, increasing the private offering from its initially announced $2 billion size.

mid-2025From the webCoinbase Investor Relations→

AI Generated Insights

Finjobsly Intelligence— Generated from the employer's job description

What you'll own

Own end‑to‑end resolution of escalated consumer complaint cases—from intake through closure—using tools like Salesforce, Control Center, and Athena, while keeping case records up to date and flagging recurring issues.

What they're looking for

2+ years in consumer support, complaints handling, or escalation management within fintech/crypto, with strong root‑cause analysis, CRM experience (e.g., Salesforce/Athena), clear written communication, and full‑time on‑site availability in Hyderabad.

Why this role matters

Timely, accurate handling of complex complaints across payments, identity, crypto, and compliance is critical to maintaining customer trust and improving operational processes for Coinbase’s Customer Experience team.

Fintech requirements

Visa sponsorship: No
Work arrangement: remote

About this role

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 escalate 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 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? 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 to Arbitration of Disputes.

More about this role

About company

Required skills

PaymentsComplianceSalesforce