Complaints Analyst III

About the role

Join Coinbase’s Global Complaints team to investigate and resolve consumer, regulatory and litigation support complaints. You will own cases from intake through resolution, ensuring fair outcomes for customers while working remotely from Australia.

Key responsibilities

• Investigate and resolve assigned complaints by gathering account data, transaction history and customer communications, delivering accurate responses within 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.
• Flag recurring complaint patterns or potential process gaps to leadership to support continuous improvement.
• Participate in calibration sessions, training and nesting requirements to stay aligned on quality standards.

Required profile

• 1‑2 years of experience in complaints handling, customer service or dispute resolution within financial services, fintech or a regulated industry.
• Proven ability to draft clear, accurate written responses and follow documented procedures and escalation paths.
• Track record of meeting SLA and quality targets in a high‑volume, QC‑reviewed environment.
• Proficiency in English (reading, writing and speaking) and ability to work defined shift patterns.

Required skills

• Salesforce