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Complaints Analyst III

Coinbase· Global Complaints (Customer Experience)
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London, UK£53.1kFull-timePosted 5d ago

About the role

Complaints Analyst on the Global Complaints team within Coinbase's Customer Experience investigates and resolves consumer, regulatory, and litigation support complaints to deliver fair outcomes for customers. You own assigned cases from intake through resolution, ensure thorough and timely responses, and contribute to continuous improvement.

Responsibilities

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

Qualifications

  • 1-2 years of experience in complaints handling, customer service, or dispute resolution within financial services, fintech, or a regulated industry
  • Demonstrated ability to draft clear, accurate written responses to customer complaints, with experience applying documented procedures and escalation paths in a structured environment
  • Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment
  • Proficiency in English (reading, writing, and speaking) with the ability to work defined shift patterns as required by the business
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality

Skills

Required:Complaint handlingWritten communicationSLA/quality targetsEnglish proficiency

Benefits

  • Private Medical Insurance
  • Dental insurance
  • Vision/ Eye Care Vouchers
  • Life Assurance Benefit
  • Disability/Income Protection
  • Workplace Pension Scheme
  • Travel Medical Policy - Global Traveler
  • Employee Stock Purchase Plan (ESPP)
  • Wellness Stipend
  • Mobile/Internet Reimbursement
  • Learning and Development Allowance
  • Employee Assistance Program
  • Fertility Benefits
  • Generous Time off/Leave Policy
Last updated Oct 22, 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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