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Lead audits of post‑QC and dispute‑related complaint cases, ensure updates, determinations and communications are accurate and timely, and drive improvements to the quality review process and documentation.
5+ years in complaints handling, quality review or risk in financial services or regulated tech, strong knowledge of regulatory expectations, data‑driven trend analysis, and proficiency with Salesforce Service Cloud, JIRA and SQL.
The role safeguards regulator‑ready outcomes, surfaces systemic risks, and elevates complaint quality across Consumer, Regulatory and Litigation support, directly supporting Coinbase’s mission of economic freedom and audit readiness.
A detail‑oriented investigator who can influence cross‑functional partners without direct authority, thrives in a fast‑paced, high‑volume environment, and enjoys shaping scalable processes and standards.
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 Sr. Complaints Analyst on the Complaints Quality Control team within Customer Experience, you'll audit post-QC and dispute-related cases across Consumer Complaints, Regulatory Complaints, and Litigation Support to ensure accurate, consistent, and regulator-ready outcomes. You'll identify systemic risks, drive scalable review improvements, and partner with the QC Manager, Global Complaints, Compliance, Legal, Operations, Product, and data partners to strengthen complaint quality across the organization. This role is fully onsite at Coinbase's London office and requires working in the office five days per week.
PID: P77181
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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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