Complaints Analyst III

Coinbase
Luxembourg
Workplace: RemoteFull timeEUR 82,000 - 82,000 annuallyFunction: Data Science & Machine LearningExperience: 1-2 yearsSkills: ["Written communication","Investigation","Customer advocacy","Attention to detail","Process improvement"]

Investigate and resolve consumer complaints end-to-end for Coinbase’s Global Complaints team within Customer Experience. Own assigned cases from intake through resolution by gathering account data, transaction history, and customer communications, and delivering accurate written responses within SLA timelines. Maintain complete Salesforce records, submit cases for QC review, escalate complex matters with documentation, and identify recurring patterns to support continuous improvement.

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FursaFursa
Coinbase
Coinbase
1 year ago

Complaints Analyst III

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Investigate and resolve consumer complaints end-to-end for Coinbase’s Global Complaints team within Customer Experience. Own assigned cases from intake through resolution by gathering account data, transaction history, and customer communications, and delivering accurate written responses within SLA timelines. Maintain complete Salesforce records, submit cases for QC review, escalate complex matters with documentation, and identify recurring patterns to support continuous improvement.
Location: Luxembourg
Workplace: Remote
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Investigate and resolve assigned complaints by gathering account data, transaction history, and customer communications, and deliver accurate responses within SLA timelines.
  • •Maintain complete case records in Salesforce, including investigation notes, resolution rationale, and customer correspondence, and submit for QC review before closure.
  • •Escalate complex or ambiguous cases to your Supervisor or Complaints Lead with clear documentation and initial assessment.
  • •Flag recurring complaint patterns or potential process gaps to leadership to support continuous improvement.
  • •Participate in calibration sessions, training, and nesting requirements to stay aligned on evolving quality standards and process updates.

Pay and Benefits

Salary: EUR 82,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision

Key Requirements

  • •1-2 years of experience in complaints handling, customer service, or dispute resolution in financial services, fintech, or a regulated industry.
  • •Ability to draft clear, accurate written responses to customer complaints using documented procedures and escalation paths.
  • •Track record of meeting SLA and quality targets in a high-volume, QC-reviewed environment.
  • •Proficiency in English (reading, writing, speaking) and ability to work defined shift patterns.
  • •Professional-level fluency in French (reading, writing, speaking) to investigate and respond to French-speaking customers.
Experience:1-2 yearsFinancial servicesFintechRegulated industry
Skills:Written communicationInvestigationCustomer advocacyAttention to detailProcess improvement
Languages:EnglishFrench
Tech Stack:SalesforceGenerative 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