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
Investigate and resolve assigned complaints by gathering account data,: transaction history, and customer communications, delivering accurate responses within defined 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 of the issue and your initial assessment
Flag recurring complaint patterns or potential process gaps to leadership to: support continuous improvement across the team
Participate in calibration sessions, training, and nesting requirements to: stay aligned on evolving quality standards and process updates
years of experience in complaints handling, customer service, or dispute: resolution within financial services, fintech, or a regulated industry
What they're looking for
- Demonstrated ability to draft clear, accurate written responses to customer: complaints, with experience applying documented procedures and escalation paths in a structured environment
- Track record of meeting SLA and quality targets in a high-volume, QC-reviewed production environment
- Proficiency in English (reading, writing, and speaking) with the ability to: work defined shift patterns as required by the business
- Professional-level fluency in French (reading, writing, and speaking) with: the ability to investigate and respond to complaints from French-speaking customers
