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You’ll own end‑to‑end complaint cases, investigating account data, transaction history and customer communications, and delivering accurate responses within SLA timelines. You’ll keep complete case records in Salesforce, submit them for quality‑control review, and flag recurring patterns or process gaps for leadership. You’ll also participate in calibration sessions, training and nesting to stay aligned with evolving standards.
The role seeks candidates with 1‑2 years of complaints handling, customer service or dispute resolution experience in financial services, fintech or a regulated industry. Strong written communication in English, a proven track record of meeting SLA and quality targets in a high‑volume environment, and the ability to work defined shift patterns are required. Familiarity with responsible use of generative AI is also valued.
Resolving consumer, regulatory and litigation‑support complaints ensures fair outcomes for Coinbase customers and upholds the company’s mission of economic freedom. Accurate, timely case handling and identifying systemic issues drive continuous improvement across the Global Complaints team and help mitigate regulatory risk.
This role is ideal for detail‑oriented professionals who thrive in fast‑paced, deadline‑driven settings and enjoy digging into data to craft clear written responses. Candidates who are comfortable using AI tools responsibly, collaborating on process improvements, and working within a structured, QC‑reviewed environment will excel.
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.
As a Complaints Analyst on the Global Complaints team within Customer Experience, you'll investigate and resolve consumer, regulatory, and litigation support complaints to deliver fair outcomes for Coinbase customers. The Global Complaints team is responsible for handling complaints end-to-end across three units, and you'll own assigned cases from intake through resolution, ensuring every customer receives a thorough, accurate, and timely response. This role is fully onsite at Coinbase's London office and requires working in the office five days per week.
What you'll do:
Required Skills and Experience:
PID: P77176
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Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
Coinbase
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