Complaints Analyst II

As a Complaints Analyst II within the Customer Experience Team at Coinbase, you'll own the full resolution of escalated consumer complaint cases from intake through closure. You investigate and resolve complex customer escalations across Payments, Identity, Crypto, and Compliance, working cross-functionally to unblock cases and drive timely outcomes within defined service levels.

What you'll do

• 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.

What you bring

• 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 such as Salesforce, Athena, or similar platforms.
• 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.
• Full-time, in-office presence five days a week in Hyderabad, India, with availability to support the team's operational schedule.
• The ability to utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

What we offer

• Annual base salary of ₱849,800 PHP, plus bonus eligibility and benefits including medical, dental, and vision coverage.
• Quarterly in-person working sessions called "surges" for intense collaboration with your team.

About Coinbase

Coinbase is on a mission to increase economic freedom. The company is remote-first but not remote-only, with a strong culture focused on high impact and pushing beyond perceived limits.