Complaints Analyst II

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

Own the end-to-end resolution of escalated consumer complaints, from intake through closure, within defined service levels. Investigate complex cases across Payments, Identity, Crypto, and Compliance using internal tools and CRM systems, trace issues to root cause, and recommend appropriate resolutions. Partner with internal teams (e.g., Payments Risk, EDD, Compliance) to unblock external dependencies, maintain accurate case records, and surface recurring patterns to improve processes.

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FursaFursa
Coinbase
Coinbase
1 day ago

Complaints Analyst II

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own the end-to-end resolution of escalated consumer complaints, from intake through closure, within defined service levels. Investigate complex cases across Payments, Identity, Crypto, and Compliance using internal tools and CRM systems, trace issues to root cause, and recommend appropriate resolutions. Partner with internal teams (e.g., Payments Risk, EDD, Compliance) to unblock external dependencies, maintain accurate case records, and surface recurring patterns to improve processes.
Location: Manila, Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Resolve complaint-related escalations from intake through closure, ensuring accuracy and adherence to service-level targets.
  • •Investigate complex consumer cases using internal tools (including Salesforce, Control Center, and Athena) to determine root cause and resolution paths.
  • •Coordinate with internal teams (Payments Risk, EDD, Compliance) to progress cases with external dependencies and unblock stalled escalations.
  • •Maintain accurate case records and update case statuses daily for operational tracking, reporting, and audit needs.
  • •Identify recurring issue patterns and escalate process gaps to Complaints leadership with clear documentation and recommendations.

Pay and Benefits

Salary: PHP 849,800 annually
Perks:MedicalDentalVision

Key Requirements

  • •2+ years of experience handling consumer support complaints/escalations 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 and Athena.
  • •Track record managing a full caseload independently, prioritizing multiple open cases, and consistently meeting service-level deadlines.
  • •Clear written communication for internal case documentation and customer-facing responses, summarizing complex issues concisely.
  • •Full-time, in-office presence five days a week in Hyderabad, India, with availability to support the team’s operational schedule.
Experience:2+ yearsFinancial servicesCryptoFintechCustomer supportComplaints handling
Skills:InvestigationRoot cause analysisCase managementWritten communicationPrioritization
Languages:English
Tech Stack:SalesforceControl CenterAthenaCRMCase managementGenerative AI

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