Complaints Analyst II

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

Own the end-to-end resolution of escalated consumer complaint cases in Coinbase’s Customer Experience team, from intake through closure. Investigate complex cases using tools like Salesforce, Control Center, and Athena to identify root causes, then partner with Payments Risk, EDD, and Compliance to unblock external dependencies. Maintain accurate records, meet defined service-level targets, and surface recurring issue patterns with clear documentation and recommendations.

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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 complaint cases in Coinbase’s Customer Experience team, from intake through closure. Investigate complex cases using tools like Salesforce, Control Center, and Athena to identify root causes, then partner with Payments Risk, EDD, and Compliance to unblock external dependencies. Maintain accurate records, meet defined service-level targets, and surface recurring issue patterns with clear documentation and recommendations.
Location: Manila, Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Own and resolve complaint-related support escalations from intake through closure, ensuring accuracy and service-level targets.
  • •Investigate complex consumer cases using internal tools to trace issues to root cause and determine resolution paths.
  • •Partner with Payments Risk, EDD, and Compliance to progress cases with external dependencies and unblock stalled escalations.
  • •Maintain accurate case records and update statuses daily for tracking, reporting, and audit needs.
  • •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 experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech, with exposure to Payments, Identity, Crypto, or Compliance.
  • •Experience investigating escalated cases, tracing issues to root cause, and driving independent resolution using CRM and case management tools (e.g., Salesforce, Athena).
  • •Ability to manage a full caseload independently, prioritize multiple open cases, and consistently meet service-level deadlines.
  • •Strong written communication for internal case documentation and customer-facing responses, including concise summaries of complex issues.
  • •Availability to be in-office five days a week in Hyderabad, India, and use generative AI responsibly with human oversight.
Experience:2+ yearsFinancial servicesCryptoFintech
Skills:Written communicationRoot cause analysisIndependent resolutionCase managementAttention to detail
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