As a Complaints Analyst III on the Global Complaints team within Customer Experience, you'll own the end-to-end investigation and resolution of consumer, regulatory, and litigation support complaints, ensuring Coinbase delivers fair, timely, and compliant outcomes for every customer. This team handles escalated complaints across three units and partners with Legal, Compliance, and cross-functional stakeholders to protect customers and strengthen Coinbase's complaint handling standards. You'll lead complex investigations across all complaint pillars, drive quality through mentorship and process improvement, and use data to surface trends that inform operational decisions.

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.

Required Skills and Experience:

• 3+ 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.
• 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.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

P74727