Senior Complaints Analyst III

Who you are

You have a strong background in handling complaints and a passion for the mission of increasing economic freedom through cryptocurrency and blockchain technology. You thrive under pressure and are eager to tackle complex problems, actively seeking feedback to improve your performance. You understand the importance of collaboration and are ready to engage with high-caliber colleagues to achieve shared goals. Your experience has equipped you with the skills necessary to accurately review and respond to complaints within established service levels, ensuring customer satisfaction and compliance with regulatory standards.

Desirable

Experience in a fast-paced environment where you have successfully managed complaints and resolved issues effectively. Familiarity with the cryptocurrency or financial technology sectors is a plus, as is a proactive approach to problem-solving and a commitment to continuous improvement.

What you'll do

As a Senior Complaints Analyst III at Coinbase, you will play a crucial role in the Global Complaints team, which is divided into three units: Consumer Complaints, Regulatory Complaints, and Litigation Support. You will be responsible for accurately reviewing and responding to complaints, ensuring that all interactions meet service level agreements. Your analytical skills will be essential in identifying trends and areas for improvement within the complaints process, contributing to the overall enhancement of customer experience.

You will collaborate closely with other team members and departments to address complex complaints and provide insights that drive operational improvements. Your ability to communicate effectively will be key as you engage with various stakeholders, ensuring that all parties are informed and aligned on complaint resolutions. You will also participate in team and company-wide offsites, fostering collaboration and connection among colleagues.

What we offer

At Coinbase, we offer a unique work culture that emphasizes collaboration and high performance. You will have the opportunity to work alongside talented individuals who are equally committed to the mission of transforming the financial system. While many roles are remote-first, in-person participation is required throughout the year, allowing for meaningful connections and teamwork. We support your professional growth and encourage you to apply even if your experience doesn't match every requirement. Join us in building the future of finance and leave your mark on the world.