Complaints Analyst II

Coinbase
Manila
Workplace: OnsiteFull timePHP 849,800 - 849,800 annuallyFunction: Data Science & Machine LearningExperience: 2+ yearsSkills: ["Written communication","Case investigation","Root-cause analysis","Independent resolution","Prioritization"]

Resolve escalated consumer complaint cases end-to-end within defined service levels for Coinbase’s Customer Experience team. Investigate complex issues using internal tools (including Salesforce, Control Center, and Athena) to identify root causes and determine resolution paths. Coordinate with internal teams (Payments Risk, EDD, Compliance) and external dependencies to unblock stalled escalations, maintain accurate case records, and surface recurring patterns for process improvements.

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FursaFursa
Coinbase
Coinbase
3 days ago

Complaints Analyst II

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Resolve escalated consumer complaint cases end-to-end within defined service levels for Coinbase’s Customer Experience team. Investigate complex issues using internal tools (including Salesforce, Control Center, and Athena) to identify root causes and determine resolution paths. Coordinate with internal teams (Payments Risk, EDD, Compliance) and external dependencies to unblock stalled escalations, maintain accurate case records, and surface recurring patterns for process improvements.
Location: Manila
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Own complaint-related support escalations from intake through closure, ensuring accurate completion within service-level targets.
  • •Investigate complex consumer cases using internal tools to trace issues to root cause and select resolution paths.
  • •Partner with internal teams (Payments Risk, EDD, Compliance) to progress cases with external dependencies and unblock escalations.
  • •Maintain accurate case records and update statuses daily for operational tracking, reporting, and audit requirements.
  • •Identify recurring issue patterns and escalate process gaps to Complaints leadership with documented recommendations.

Pay and Benefits

Salary: PHP 849,800 annually
Perks:MedicalDentalVision

Key Requirements

  • •2+ years of consumer support, complaints handling, or escalation management in financial services, crypto, or fintech, with exposure to Payments, Identity, Crypto, or Compliance.
  • •Ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM/case management tools such as Salesforce or Athena.
  • •Proven experience managing a full caseload independently while prioritizing multiple open cases and meeting service-level deadlines.
  • •Clear, accurate written communication for internal documentation and customer-facing responses, including concise summaries of complex issues.
  • •Responsible use of generative AI with human oversight to improve workflow efficiency, cost, and quality.
Experience:2+ yearsFinancial servicesCryptoFintech
Skills:Written communicationCase investigationRoot-cause analysisIndependent resolutionPrioritization
Languages:English
Tech Stack:SalesforceControl CenterAthenaCRMCase management

Company Brief

Coinbase
Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn