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Complaints Analyst II

Coinbase· Customer Experience
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ManilaPHP 849.8kFull-timePosted 1mo ago

About the role

Complaints Analyst II responsible for full resolution of escalated consumer complaint cases from intake to closure, providing elevated support to complaints agents across Payments, Identity, Crypto, and Compliance within Coinbase's Customer Experience team.

Responsibilities

  • Own and resolve complaint-related support escalations from intake through closure, ensuring cases are completed accurately and within defined service-level targets.
  • Investigate complex consumer cases using internal tools including Salesforce, Control Center, and Athena to trace issues to root cause and determine appropriate resolution paths.
  • Partner with internal teams such as Payments Risk, EDD, and Compliance to progress cases with external dependencies and unblock stalled escalations.
  • Maintain accurate case records and update statuses daily to support operational tracking, reporting, and audit requirements.
  • Identify recurring issue patterns and escalate process gaps to Complaints leadership with clear documentation and recommendations for improvement.

Qualifications

  • 2+ years of experience in consumer support, complaints handling, or escalation management within financial services, crypto, or fintech, with exposure to one or more pillars including Payments, Identity, Crypto, or Compliance.
  • Demonstrated ability to investigate escalated cases, trace issues to root cause, and drive independent resolution using CRM and case management tools (e.g., Salesforce, Athena, or similar).
  • Proven track record of managing a full caseload independently, prioritizing multiple open cases simultaneously, and consistently meeting service-level deadlines.
  • Clear, accurate written communication for both internal case documentation and customer-facing responses, with the ability to summarize complex issues concisely.

Skills

Required:Escalation managementCase managementWritten communication

Benefits

  • Medical & Dental insurance covered at 100% for employees and dependants
  • Group Personal Accidental Insurance 24 times your basic monthly salary
  • Group Term Life Insurance 24 times your basic monthly salary
  • Wellness Stipend
  • Mobile/Internet Reimbursement
  • Learning and Development Allowance
  • Employee Assistance Program
  • Travel Medical Policy - Global Traveler
  • Travel Fertility Benefits
  • Generous Time Off/Leave Policy
Last updated Oct 15, 2026. Interested? Apply on the company site.
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About Coinbase

Buy, sell, and manage cryptocurrencies.

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.

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