IT Support Engineer
coinbase
Complaints Analyst II
coinbase· Customer Experience
About this role
Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
Job Description
As a Complaints Analyst II within Customer Experience Team, you'll own the full resolution of escalated consumer complaint cases from intake through closure. This team provides elevated support to complaints agents by investigating and resolving complex customer escalations across consumer support pillars, including Payments, Identity, Crypto, and Compliance. You'll investigate root causes using internal tools, partner cross-functionally to unblock cases with external dependencies, and drive timely outcomes within defined service levels.
What you'll do:
As a Complaints Analyst II within Customer Experience Team, you'll own the full resolution of escalated consumer complaint cases from intake through closure. This team provides elevated support to complaints agents by investigating and resolving complex customer escalations across consumer support pillars, including Payments, Identity, Crypto, and Compliance. You'll investigate root causes using internal tools, partner cross-functionally to unblock cases with external dependencies, and drive timely outcomes within defined service levels.
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.
Required Skills and Experience:
- 2+ 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.
- 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.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
P76094
Pay Transparency Notice:The target annual base salary for this position can range as detailed below. Total compensation may also include bonus eligibility and benefits (including medical, dental, and vision).
Annual base salary range (excluding bonus):
₱849,800—₱849,800 PHP
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
Frequently Asked Questions
Is the salary disclosed for the Complaints Analyst II position at coinbase?
The salary for this Complaints Analyst II role at coinbase is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Complaints Analyst II position at coinbase located?
This Complaints Analyst II role at coinbase is based in Manila, Philippines. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Complaints Analyst II at coinbase belong to?
This Complaints Analyst II position is part of the Customer Experience department at coinbase. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Complaints Analyst II position at coinbase?
Click the "Apply Now" button on this page. You will be redirected to coinbase's official application portal hosted on greenhouse where you can submit your application directly.
When was the Complaints Analyst II job at coinbase posted?
This Complaints Analyst II position at coinbase was posted on Sep 10, 2026. Apply as soon as possible — early applications are often reviewed first.
Complaints Analyst II
coinbase
You'll be redirected to coinbase's official application page on Greenhouse.