The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
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.
+ 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.
What they're looking for
- 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.
- Full-time, in-office presence five days a week in Hyderabad, India, with: availability to support the team's operational schedule.
