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 investigation and resolution of consumer, regulatory, and litigation: support complaints across all pillars, gathering account data, transaction history, and customer communications to deliver accurate outcomes within SLA timelines.
Lead complex and escalated cases requiring cross-functional coordination with: Legal, Compliance, Payments Risk, and EDD teams, applying independent judgment to determine resolution paths and escalation decisions.
Support the legal team by researching complex customer issues, analyzing: evidence, and preparing documentation for litigation matters.
Drive quality improvements by mentoring junior analysts, participating in: calibration sessions, and applying QC feedback to maintain consistently high quality scores across the function.
Identify recurring complaint patterns and process gaps, using data to compile: trend analyses and recommend actionable improvements to Complaints leadership.
+ years of experience in complaints handling, customer service, or compliance: within financial services, crypto, fintech, or a regulated industry, with demonstrated ability to resolve complex, multi-stakeholder cases independently.
What they're looking for
- Proven written communication skills for drafting complaint responses,: investigation narratives, and litigation support documentation that meet regulatory and quality standards.
- Experience managing a high-volume caseload across multiple complaint types: (consumer, regulatory, litigation) while consistently meeting SLA and quality targets.
- Working knowledge of complaint handling regulations and frameworks (e.g.,: FCA, MAS, CFPB, or CBI requirements) with the ability to apply company policies and regulatory requirements to case investigations.
- Full-time, in-office presence with availability to work defined shift patterns as required by the business.
